About the role
Main responsibilities
* Respond to customer inquiries via email, and chat in a prompt and professional manner. * Diagnose and resolve technical issues related to software products for customers. * Troubleshoot software problems and identify solutions to resolve customer issues. * Provide clear and concise instructions to customers to assist with product use and configuration. * Document customer interactions and support solutions in our CRM system. * Collaborate with internal teams to escalate and resolve complex technical issues. * Stay up-to-date with new product features and updates to provide the highest level of customer support.
Requirements
* Fluency in English, both written and spoken. * Strong attention to detail and problem-solving skills. * Team player with collaborative attitude. * Experience with Excel functions, charts, pivot tables, and macros. * Ability to create and analyze reports and dashboards on case and client data. * Knowledge or experience in providing web-based software support. * Familiarity with online marketplaces such as eBay, Amazon, Rakuten, etc. * Understanding HTML, FTP, SQL, and other web-related protocols and languages is a plus.