Technical Support Consultant/Sr. Technical Support Consultant

Role Overview

The Technical Support Consultant will provide technical assistance to customers by troubleshooting and resolving product-related issues across voice and chat channels. The role involves supporting Digital Imaging products, ensuring timely issue resolution, and maintaining accurate case documentation while delivering a high-quality customer experience. The consultant will also be responsible for identifying relevant upsell opportunities and meeting sales targets while resolving customer issues. Strong communication, problem-solving skills, and a customer-first approach are essential for success in this role.

Required Skills for the Job:

Must be a Graduate

Excellent communication (spoken & written).

Good Customer Service Skills-High patience and pacifying skill to handle difficult customers.

Excellent customer service skills and ability to handle and resolve escalated customer issues

Experience in troubleshooting software on Windows and /or Mac operating systems

Experience working in a team environment, managing a diverse workload

Cultural awarenessconversational English

Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations

Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Msconfig, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection.

General cultural awareness, particularly for agents who are supporting customers in a region other than the one they are located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).

Uses professional concepts; apply company policies and procedures to resolve a variety of issues.

Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients' use of solutions.

Key Responsibilities: •

Deliver first time resolution by handling customer requests and resolving customers technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel.

• Provide a professional & competent standard of online support for Global customers.
• Accurately document all customer interactions in a case tracking database, when applicable.
• Content to be logged in full written English
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Follow-up on interactions in timely fashion.
• Demonstrate ownership and willingness to resolve issues in a timely manner.

Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer Understanding of escalation handling procedures

• Obtain general understanding of OS and application operations related to product usage
• Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions
• Should forward any issues/escalations to next level of support for further resolution
• Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof.