What You Will Be Doing
Customer Issue Management:
Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
Provide responsive phone and chat support to address customer queries and concerns.
Documentation and Reporting:
Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
Continuous Improvement.
Proactively enhance technical knowledge and proficiency in OPSWAT products.
Collaborate with cross-functional teams to contribute insights and feedback for product improvement.
Bachelor's degree in Computer Science.
Excellent communication skills in English, both verbal and written.
Strong problem-solving abilities and attention to detail.
Familiarity with ticketing systems and customer support tools.
Proficiency in Windows and Windows Server environments.
Knowledge of networking principles and protocols.
