Text copied to clipboard!
Title
Text copied to clipboard!Senior Service Support Representative
Description
Text copied to clipboard!
We are looking for a dedicated and experienced Senior Service Support Representative to join our team. This professional will be responsible for providing advanced technical support and effective solutions to our customers, ensuring satisfaction and quick problem resolution. The ideal candidate possesses exceptional communication skills, deep knowledge of the company's products and services, and the ability to handle complex support situations. Additionally, they will act as a mentor to junior team members, contributing to the continuous development of the support department. This role requires proactivity, empathy, and a results-oriented approach, always aiming for excellence in service and continuous improvement of internal processes.
Responsibilities
Text copied to clipboard!- Handle and resolve complex technical support requests from customers.
- Provide guidance and training to junior support team members.
- Document solutions and procedures to facilitate future support.
- Collaborate with internal teams to identify and resolve recurring issues.
- Stay updated on company products, services, and technologies.
- Ensure customer satisfaction through efficient and courteous service.
- Participate in the development and improvement of support processes.
- Analyze customer feedback to propose service improvements.
- Manage multiple cases simultaneously with organization and priority.
- Report team metrics and results to management.
Requirements
Text copied to clipboard!- Proven experience in technical support or customer service.
- Advanced knowledge of technologies related to the company's product.
- Exceptional verbal and written communication skills.
- Ability to solve problems quickly and effectively.
- Experience in team leadership or mentoring.
- Knowledge of ticket management systems.
- Availability to work flexible hours if necessary.
- Technical or higher education in technology or related fields.
- Proactivity and customer orientation.
- Ability to work under pressure in a dynamic environment.
Potential interview questions
Text copied to clipboard!- Do you have experience in advanced technical support?
- How do you handle dissatisfied customers?
- Describe a situation where you solved a complex problem.
- Have you acted as a mentor or team leader?
- Which technical support tools do you master?
- How do you manage multiple simultaneous requests?
- Are you available to work flexible hours?
- How do you stay updated on new technologies?
