Software Support Technician

Responsibilities

• Resolve customer queries through phone and chat, using non-technical language to guide them clearly and confidently as they navigate our software products.
• Approach every interaction with empathy, listening carefully and reassuring customers that you're there to help.
• Encourage and support customer independence by sharing relevant help articles and explaining how to use self serve resources effectively. serve resources effectively.‑
• Troubleshoot issues by gathering information, using available tools and documentation and applying logical problem solving to reach a resolution or clear next step.‑
• Empower customers to understand the software so they can work more effectively
• Maintain accurate, high quality notes to support smooth handovers and contribute to team knowledge. ‑quality notes to support smooth handovers and contribute to team knowledge.
• Collaborate with colleagues across Support and other teams when customer queries span multiple areas.
• Identify early where queries require escalation to 2nd line team, ensuring customer expectations are md in line with SLAs.

Additional Information

Job Description

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Company Intel

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