Bilingual Technical Support Specialist
ExcelGens, Inc.
# Technical Support Specialist
Job Summary
We are looking for a **Technical Support Specialist** to provide technical assistance to customers and partners, troubleshoot product-related issues, and ensure customer concerns are followed through to resolution. The ideal candidate will have strong technical knowledge, excellent communication skills, a customer-focused approach, and a genuine interest in technology.
Key Responsibilities
* Provide technical support for products and technologies to customers and partners.
* Resolve customer questions and issues related to product functionality, bugs, and enhancements.
* Keep customers informed about issue status, progress, and resolution timelines.
* Take ownership of customer issues through resolution and escalate complex problems when required.
* Maintain detailed documentation of customer and partner interactions, including RMA transactions, in the appropriate system.
* Provide technical tips and guidance to customers, distributors, and sales teams as needed.
* Communicate customer feedback to the appropriate internal teams.
* Test and evaluate new products, software releases, and product updates as required.
* Participate in training opportunities to maintain and expand technical knowledge.
* Represent the organization professionally by maintaining a high-quality, service-oriented customer experience.
Requirements
* Degree or diploma in **Computer Science** or an equivalent field is an asset.
* Excellent **oral and written communication skills in English**.
* Experience with **technical products**.
* Knowledge of **CRM systems** is an asset.
* Strong interest in technology and willingness to learn new products and systems.
* Customer-service oriented with a professional and helpful approach.
* Excellent troubleshooting and problem-solving skills.
* Strong organizational and follow-through skills, with the ability to closely track customer issues through resolution.
* Willingness to work different shifts as required.
* Punctual, responsible, dependable, and committed to a strong work ethic.
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