Software Support Technician

Job Description

What you'll do 

• Resolve customer queries through phone and chat, using non-technical language to guide them clearly and confidently as they navigate our software products.
• Approach every interaction with empathy, listening carefully and reassuring customers that you’re there to help.
• Encourage and support customer independence by sharing relevant help articles and explaining how to use self serve resources effectively. serve resources effectively.‑
• Troubleshoot issues by gathering information, using available tools and documentation and applying logical problem solving to reach a resolution or clear next step.‑
• Empower customers to understand the software so they can work more effectively
• Maintain accurate, high quality notes to support smooth handovers and contribute to team knowledge. ‑quality notes to support smooth handovers and contribute to team knowledge.
• Collaborate w...