Snapscale is looking for an Aftersales Technical Support that can join our team!
Key Responsibilities
- Manage and monitor customer support tickets through the ticketing system, ensuring timely updates, follow-ups, and resolutions.
- Communicate with customers via phone, chat, text, email, or in person to address inquiries, gather needed information, and provide status updates.
- Coordinate with service centers for scheduled services, confirm job completion, address issues, and maintain strong partnerships.
- Conduct follow-ups after service completion to gather feedback, resolve concerns, and ensure customer satisfaction.
- Accurately record and update all customer interactions, service details, and next steps in the CRM and ERP systems.
- Provide tracking information and product-related support for items under warranty or out of warranty.
- Collaborate with internal teams to identify process improvements based on customer and service center feedback.
- Act as overflow support for incoming calls, ensuring professional and efficient handling.
- Research and troubleshoot customer issues using available resources and internal contacts.
- Perform other related duties as assigned to support departmental goals.
Requirements:
- Qualification
- 1+ year of experience in customer service, call center, order processing, or related field.
- Proficient in MS Office (Outlook, Word, Excel) and typing 45–60 WPM with 95% accuracy.
- Knowledge of ERP (Sage, SAP, Oracle, Infor, Lawson), ticketing systems (Zendesk, Freshdesk, Jira), and CRM (Goldmine, Pipedrive, Salesforce) is a plus.
- Excellent written and verbal communication skills with strong grammar accuracy.
- Professional demeanor, positive attitude, and proactive approach to problem-solving.
- Strong listening, data entry, and attention-to-detail skills; comfortable with repetitive tasks.
- Highly motivated, target-driven, and capable of working with minimal supervision.
- Willingness to work onsite
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