Job Summary:
We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Specialist. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing excellent support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.
Responsibilities:
• Provide support for all technical queries from customers related to Toku’s product platform via ITSM and other asynchronous channels. • Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback. • Own the customer experience and work to exceed their expectations. • Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences. • Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability. • Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques. • Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience. • Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system. • Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs. • Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members
Requirements:
• The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required • Familiarity with basic features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have • Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage. • At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment. • Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner. RESTRICTED • Empathetic and patient approach when dealing with customers, ensuring a positive and professional customer experience. • Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously. • Familiarity with CRM software and support ticketing systems; Zendesk is a plus. • Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude. • Ability to work shifting schedules
