Technical Support Engineer (Voice/Chat)

Key Responsibilities:
– Manage chat activity and process tasks in CRM cases and assigned queues.
– Triage incoming cases, prioritize by category, and provide case acknowledgment.
– Offer application support, create cases, conduct initial troubleshooting, and escalate as needed.
– Adhere to SLAs, productivity, and performance goals.
– Perform database searches and gain product knowledge.
– Maintain empathy while resolving customer concerns.
– Document cases accurately and troubleshoot Help Desk incidents.
– Handle high workloads while meeting customer expectations.