Technical Support Representative
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Job Description
Technical Support Representative assisting customers with product troubleshooting and warranty claims. Ensuring high-quality customer experience through various support channels.
Responsibilities:
- Responder a las consultas de los clientes relacionadas con la configuración, uso y mantenimiento del producto
- Diagnosticar y resolver problemas técnicos comunes y complejos
- Guiar a los clientes a través de soluciones paso a paso de manera clara y fácil de seguir
- Proporcionar recomendaciones proactivas para prevenir problemas recurrentes
- Manejar solicitudes de soporte a través de chat y correo electrónico con rapidez y precisión
- Realizar llamadas salientes cuando sea solicitado o requerido para resolver problemas
- Ofrecer una experiencia de cliente de alta calidad y empática en cada interacción
- Traducir información técnica en un lenguaje simple y amigable para el cliente
- Documentar con precisión los casos de clientes y resoluciones
- Contribuir a las mejoras de la base de conocimiento interna
- Identificar problemas recurrentes del producto y compartir comentarios con los equipos internos
Requirements:
- Experiencia en soporte técnico, atención al cliente o función relacionada
- Fuertes habilidades de resolución de problemas y atención al detalle
- Excelentes habilidades de comunicación escrita y verbal
- Mentalidad centrada en el cliente con la capacidad de manejar situaciones desafiantes de manera profesional
- Capacidad para explicar conceptos técnicos de manera clara y simple
- Cómodo trabajando con herramientas de soporte como Gorgias (o plataformas similares) y Shopify (o sistemas de comercio electrónico similares)
Benefits:
- Chequeo de elegibilidad de garantías basado en las pautas de la empresa
- Asistir a los clientes a presentar y completar reclamos de garantía
- Crear y procesar órdenes de reemplazo en Shopify y sistemas de cumplimiento
- Asegurar una resolución sin problemas desde la identificación del problema hasta la entrega del reemplazo
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