Technical Support Representative

```Responsibilities:

• Provide Technical Assistance: Offer support and guidance to customers experiencing technical issues with Heart devices, services, or software platform. This includes troubleshooting software platform.
• Deliver Exceptional Customer Service: Respond promptly to customer inquiries, concerns, and requests for technical assistance via phone, email, chat, or in-person interactions. Ensure that every customer interaction is handled with professionalism, empathy, and a focus on resolving the issue satisfactorily.
• Problem-Solving: Identify and resolve technical problems efficiently and effectively. Utilize analytical and critical thinking skills to diagnose issues, explore potential solutions, and guide customers through troubleshooting steps.
• Technical Knowledge: Possess a comprehensive understanding of the company's products, services, and technical specifications. Stay updated on product features, updates, and troubleshooting procedures to provide accurate assistance to customers.
• Communication Skills: Communicate technical information clearly and effectively to customers with varying levels of technical expertise. Translate technical jargon into layman's terms, provide clear instructions, and ensure customers understand the troubleshooting process.
• Documentation: Accurately document customer interactions, technical issues, and solutions in a CRM system or ticketing system. Maintain detailed records to track customer history, identify recurring issues, and provide valuable insights for product improvement and service enhancements.
• Collaboration: Collaborate with other members of the Technical Support team, as well as with other departments such as engineering or product development, to resolve complex technical issues and improve overall customer satisfaction.
• Continuous Learning: Stay updated on new technologies, products, and industry trends to enhance technical knowledge and skills. Participate in training sessions, self-study, and seek certifications relevant to the role to stay current in the field.
• Quality Assurance: Ensure that Technical Support interactions meet quality standards and adhere to company policies and procedures. Provide consistent, high-quality support experiences and follow escalation procedures when necessary.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement in products, services, or Technical Support processes. Represent the voice of the customer within the organization and advocate for enhancements that improve customer satisfaction.

Qualifications:

• Bachelor's degree in Computer Science or related field (preferred).
• Proven experience in Technical Support or customer service role.
• Excellent communication and interpersonal skills.
• Ability to troubleshoot technical issues and provide effective solutions.
• Proficiency in CRM or ticketing systems(preferred).
• Microsoft SQL and Excel functions and vlookup (preferred).
• Should be flexible to adapt into fast pace environment.

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Job Type: Full-time

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person