Trainee Product Support

As a Product Support Engineer at HR Force International, you will play a crucial role in providing exceptional support to our clients by troubleshooting and resolving technical issues related to our software solutions. You will interact with customers through various channels, including live chat, email, and calls, ensuring they have a seamless experience with our products. Your expertise in product knowledge will allow you to guide customers on how to effectively use our systems, enhancing their overall satisfaction and engagement.

• Diagnose and troubleshoot technical issues reported by clients via email or live chat
• Provide solutions and workarounds to resolve technical problems and ensure customer satisfaction
• Manage and escalate customer concerns as necessary, adhering to service level agreements (SLAs)
• Maintain detailed records of customer interactions and technical issues in our ticketing system
• Collaborate with different teams to facilitate issue resolution and enhance product features
• Keep updated with product updates and changes to accurately inform customers

Qualifications{{:}

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• Fresh to 6 months of experience in a customer support or technical support rol
e
• Must be have tech background or CS Degre
e
• Familiarity with ticketing systems (e.g., Zendesk) and remote desktop applications (e.g., TeamViewer, AnyDesk
)
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical user
s
• Experience in using live chat tools to assist customers effectivel
y
• Problem-solving skills and the ability to think critically under pressur
e

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint
)
• Ability to work well in a team environment and collaborate with various department
s
• Flexibility to work in rotational shifts based on business need
s
• A customer-focused approach with a passion for technology and software solution
s

Preferred Qualifications{{:

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• } Experience supporting AI-based software solutio
n
• s Technical experience with APIs and related tools (e.g., Postma
n
• ) Prior experience auditing customer queries for quality assuran