Technical Support Representative in Quezon City, National Capital Region at NightOwl Consulting Philippines, Inc

We are seeking a dedicated and technically proficient Customer Service Representative to join our team. In this role, you will be responsible for addressing customer inquiries and resolving issues related to our software products. The ideal candidate will possess both a strong technical understanding of our software and excellent customer service skills.

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.Diagnose and troubleshoot technical issues reported by customers.Provide clear, step-by-step instructions to customers to resolve software-related issues.Escalate complex technical problems to the appropriate internal teams and follow up to ensure resolution.Document customer interactions and technical issues in our support ticketing system.Assist customers with onboarding and training on our software products.Collaborate with the product development team to communicate customer feedback and potential improvements.Maintain up-to-date knowledge of our software products and services.Contribute to the development of support documentation, FAQs, and knowledge base articles.