ROLES AND RESPONSIBILITIES
- Responding promptly to customer inquiries via telephone calls, emails, web meetings, and
other
- communication channels.
- Efficiently tracking and monitoring customer requests to ensure timely resolution.
- Logging and managing support issues using ticketing systems, ensuring the accurate
closure of
- tickets.
- Assisting customers with the installation, configuration, and troubleshooting of devices,
- including Barcode Readers and Printers.
- Distinguishing between application and hardware-related issues to provide targeted
support.
- Providing verbal instructions and live demonstrations to end-users, including individual or
group
- training when necessary.
- Identifying, resolving, and escalating problems as needed to ensure customer satisfaction.
- Managing customer inquiries, differentiating between support requests and requests for
new
- functionality, and handling them accordingly.
- Conducting regular meetings with customers and partners, offering product and service
- information, processing orders, and addressing complaints.
- Maintaining detailed records of customer interactions, inquiries, complaints, and actions
taken.
- Proactively following up to ensure customer requests are appropriately addressed.
REQUIRED SKILLS
Ability to explain complex concepts in a simple way.- Customer engagement and rapport-building
- Conflict resolution and negotiation.
- Deep understanding of the company’s product/service
- Ability to train customers on product usage
- Handling multiple accounts effectively.
- Identifying upselling and cross-selling opportunities.
- Working closely with sales, marketing, and support teams.
DESIRED SKILLS
Strong understanding of computer hardware, including desktops, laptops, servers, storage
devices, and peripherals.
- Familiarity with routers, switches, firewalls, and other network hardware components.
- Experience with Windows, Linux, and macOS in an enterprise environment.
- Knowledge of secure data wiping, asset disposal, and device encryption techniques.
- Ability to identify vulnerabilities in hardware infrastructure and recommend security
improvements.
- Ability to work collaboratively within a team, initiate tasks independently, and manage
multiple
- priorities effectively.
- Comfortable operating in a fast-paced, deadline-driven environment.
