Customer Support Technician

Harvey Nash; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

Harvey Nash seeks a customer-focused Support Technician to provide technical assistance to customers via phone, email, and chat in a fast-paced environment.

Responsibilities include troubleshooting software issues, documenting incidents, educating users on product features, and collaborating with Development, QA, and Implementation teams to resolve problems and support new releases.

Responsibilities

• Provide technical support to customers via phone, email, and chat channels.
• Troubleshoot software and technical issues while meeting SLAs.
• Educate customers on product functionality, features, and best practices.
• Accurately document and manage support incidents within ticketing systems.
• Advocate for customers by tracking reported issues through resolution.
• Collaborate with Development, QA, and Implementation teams to identify and resolve product-related issues.
• Validate, document, and report software defects and design concerns.
• Assist with testing and validation of new product releases and enhancements.
• Participate in team meetings, training sessions, and knowledge-sharing initiatives.
• Support special projects and additional responsibilities as assigned.
• Maintain a professional, customer-focused approach in all interactions.

Job description

We are seeking a customer-focused Customer Support Technician/Desktop Support I / Technical Support Specialist to provide accurate and timely technical assistance to customers via phone, email, and chat. The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and a commitment to delivering exceptional customer service in a fast-paced support environment.

Key Responsibilities

• Provide technical support to customers through telephone, email, and chat channels.
• Troubleshoot software and technical issues while meeting established service level agreements (SLAs).
• Educate customers on product functionality, features, and best practices.
• Accurately document and manage support incidents within ticketing and incident management systems.
• Advocate for customers by tracking reported issues through resolution.
• Collaborate with Development, QA, and Implementation teams to identify and resolve product-related issues.
• Validate, document, and report software defects and design concerns.
• Assist with testing and validation of new product releases and enhancements.
• Participate in team meetings, training sessions, and knowledge-sharing initiatives.
• Support special projects and additional responsibilities as assigned.
• Maintain a professional, customer-focused approach in all interactions.