Technical Customer Support Representative

As a Customer Support Representative, you will play a vital role in ensuring customer satisfaction by delivering timely and effective technical support. Acting as the primary point of contact for customers, you will troubleshoot technical challenges and guide users toward solutions. This position requires strong communication skills, technical proficiency, and a dedication to providing an outstanding customer experience. Experience in SaaS (Software as a Service) environments is essential, and familiarity with construction, engineering, or architecture industries is a valuable plus.

Key Responsibilities
Customer Support
Respond promptly and professionally to customer inquiries via live chat, email, and phone.
Provide clear, step-by-step instructions to troubleshoot and resolve technical issues.
Ensure a positive customer experience by addressing concerns, resolving issues efficiently, and exceeding expectations.

Technical Troubleshooting
Diagnose and analyze technical issues reported by customers.
Collaborate with customers to identify root causes and implement effective solutions.
Document and escalate complex technical issues to internal teams for further investigation and resolution.

Product Knowledge
Develop and maintain a comprehensive understanding of the company’s SaaS products and services.
Stay informed on new product features, updates, and technical specifications to deliver accurate assistance.
Leverage knowledge of SaaS tools to provide expert-level guidance and solutions.

Documentation and Knowledge Management
Create, edit, and manage detailed documentation for product features and technical processes.
Ensure the knowledge base, FAQs, and instructional videos are accurate, up-to-date, and user-friendly.
Proactively identify gaps in documentation and address them to enhance the customer experience.

Communication
Translate complex technical information into clear, customer-friendly explanations.
Accurately document customer interactions and resolutions to maintain comprehensive records.
Work with internal teams to clarify customer questions and relay feedback effectively.

Collaboration
Partner with cross-functional teams, including Product Development and Quality Assurance, to resolve customer issues and improve product performance.
Provide valuable insights from customer interactions to drive product enhancements and improve satisfaction.

Qualifications
Proven experience in customer support or technical support roles, ideally in a SaaS environment.
Strong understanding of software and hardware troubleshooting principles.
Familiarity with CRM systems, ticketing tools, and documentation platforms.
Exceptional verbal and written communication skills with a focus on customer satisfaction.
Ability to work independently and collaboratively in a dynamic, fast-paced environment.
Experience in creating or managing customer-facing documentation is highly preferred.
Bonus: Knowledge or experience in construction, engineering, or architecture industries.
Technical certifications or a relevant academic background (e.g., IT, Computer Science) are a plus.