Technical Customer Care Representative

Harris Computer; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Specialist to become a Subject Matter Expert on their product suite. This role involves acknowledging customer issues, providing training, and driving support queries to resolution. The ideal candidate will have strong communication skills and an intermediate understanding of SQL. Join a collaborative team where your contributions will enhance customer satisfaction and service quality. This is a fantastic opportunity to develop professionally while working in a supportive environment focused on excellence.

Qualifications

• Become a Subject Matter Expert on the Globys suite of products.
• Intermediate understanding of SQL and relational databases.

Responsibilities

• Acknowledge customer issues promptly and provide updates.
• Drive support queries to resolution and engage cross-functional teams.
• Create metrics reports and training materials as requested.

Skills

Customer Service

Technical Support

SQL

Root Cause Analysis

Communication

Job description

Job Responsibilities

1. Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products.
2. Acknowledge customer issues promptly, process correspondence, and undertake telephone duties.
3. Reproduce customer issues, determine workarounds, and escalate to tier 2/3 Support as necessary.
4. Respond to customer functionality questions and provide informal training.
5. Gather supporting data from multiple sources to aid in incident Root Cause Analysis (RCA).
6. Drive support queries and tickets to resolution and provide updates internally and externally.
7. Engage appropriate cross-functional team members (engineers, QA, Operations) with action items.
8. Ensure all work is dealt with accurately and followed up daily.
9. Create accurate daily shift handoff reports.
10. Communicate often with customers—provide daily updates for all incidents.
11. Create metrics reports, presentations, and training materials as requested.
12. Cover other team areas or duties as required.
13. Achieve departmental objectives and individual targets for call answering and correspondence acknowledgment.
14. Achieve and maintain individual targets for productivity, including creating FAQs and other documentation.
15. Play an active role in developing new ideas and procedures.
16. Maintain and strengthen the team’s working relationships with other teams and departments to provide excellent service.
17. Attend regular team meetings and contribute positively, ensuring effective communication.
18. Have an intermediate understanding of SQL and relational databases.