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We are a reputable tool retailer committed to delivering high-quality tools and equipment to our valued customers. We offer a diverse range of products for professionals and DIY enthusiasts alike. As we expand our operations, we are seeking a motivated and customer-oriented Junior Technical Support Agent to join our team.
Position Overview: As a Junior Technical Support Agent, you will play a crucial role in providing technical assistance and support to our customers. You will be responsible for addressing customer inquiries, troubleshooting technical issues, and ensuring a positive customer experience.
This position offers an excellent opportunity for growth and development within the technical support field, providing valuable experience and mentorship.
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- Serve as a primary point of contact for customers seeking technical support via phone, email, or chat.
- Assist customers in troubleshooting technical issues related to our tools and equipment.
- Provide accurate and clear information about product features, specifications, and usage guidelines.
- Aid customers in understanding product functionality, installation procedures, and maintenance best practices.
- Guide customers through basic troubleshooting steps to resolve technical issues efficiently.
- Collaborate with senior technical support agents and cross-functional teams to escalate complex issues when necessary.
- Document customer interactions, inquiries, and resolutions accurately in our CRM system.
- Stay updated on product knowledge and industry trends to provide informed support to customers.
- Identify opportunities for process improvement and contribute ideas to enhance customer satisfaction.
- Assist in creating and updating support documentation, FAQs, and troubleshooting guides.
- High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
- Previous experience in a customer service or technical support role is preferred.
- Basic understanding of tools and equipment commonly used in various industries.
- Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to non-technical individuals.
- Strong customer service mindset and the ability to remain patient and empathetic when dealing with customer concerns.
- Ability to multitask and prioritize customer inquiries effectively.
- Proficiency in using CRM software or similar customer support tools is a plus.
- Strong problem-solving and critical-thinking skills.
- Attention to detail and organizational abilities.
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- Competitive salary based on experience and qualifications.
- Provident fund with company match.
- Employee discounts on tools and equipment.
- Ongoing training and professional development opportunities.
- Supportive and collaborative work environment.
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