Job Summary

As a Technical Support Agent / Customer Service Representative at Talon.One, you will play a crucial role in providing exceptional customer support for our Software-as-a-Service (SaaS) platform. Your primary responsibility will be to assist customers with their technical inquiries and issues, ensuring prompt and effective resolution. This role requires strong problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer service. If you are a self- motivated individual with a strong technical background and a desire to help customers succeed, we want to hear from you!

Responsibilities

• Respond to customer inquiries and technical issues through various communication channels, including email, chat, and phone.
• Provide prompt and accurate solutions to customer problems while maintaining a high level of customer satisfaction.
• Troubleshoot and diagnose software issues reported by customers, utilizing product knowledge, internal resources, and troubleshooting techniques in a timely response respecting SLAs.
• Collaborate with cross-functional teams, including engineering and product management, to escalate and resolve complex issues.
• Document customer interactions and technical solutions in a detailed and organized manner.
• Proactively identify trends in customer issues and provide feedback to improve product performance and user experience.
• Contribute to the development and maintenance of support documentation, knowledge base articles, and FAQs.
• Stay updated on the latest features and enhancements of Talon.One's SaaS platform to effectively assist customers.

• Previous experience in a technical support role, preferably within a SaaS or software company.
• Strong problem-solving skills with the ability to think critically and analyze complex issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Familiarity with web technologies, APIs, Postman, and general software development concepts.
• Ability to work collaboratively in a team environment and independently with minimal supervision.
• Exceptional customer service skills with a focus on building positive relationships with customers.
• Strong organizational and time management abilities, with the capacity to handle multiple tasks simultaneously.
• Experience with customer support tools, PSQL and ticketing systems is a plus.