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- Customer Support:
- Provide exceptional support via phone, email, and chat to troubleshoot and resolve product issues.
- Guide customers through product installation and usage challenges.
- Maintain detailed records of interactions and solutions.
- Issue Resolution:
- Diagnose and resolve technical problems efficiently.
- Escalate complex issues to higher-level teams when needed.
- Test and validate solutions before implementation.
- Product Expertise:
- Stay ahead of product updates and features to provide accurate information.
- Act as the go-to expert on product functionality and performance.
- Collaboration:
- Work with sales, product management, and warehouse teams to identify recurring issues and suggest improvements.
- Support the sales team with pre-sales technical insights and demonstrations.
- Customer Feedback:
- Gather feedback on product performance and user experience.
- Share insights with development teams to inform product enhancements.
- Technical Expertise:
- Deep understanding of product architecture, common issues, and troubleshooting techniques.
- Hands on trade experience (landscaping, joinery) desirable.Â
- Problem-Solving:
- Strong critical thinking skills to quickly diagnose and resolve complex issues.
- Customer Focus:
- Excellent communication skills to explain technical concepts simply.
- Attention to Detail:
- Thorough and precise documentation of issues and solutions.
- Time Management
- Prior customer service experience essentialÂ
