● Provide Technical Support: ○ Assist customers with troubleshooting technical issues related to our product over the phone or via remote support tools. ○ Diagnose and resolve hardware and software problems. Guide customers through the setup and configuration of products, ensuring they can effectively use all features and functionalities. ● Deliver Customer Service: ○ Respond promptly and professionally to customer inquiries, concerns, and complaints, both over the phone and in the field. ○ Ensure a high level of customer satisfaction by providing accurate and comprehensive information and resolving issues in a timely manner. ○ Maintain a positive and empathetic attitude while interacting with customers, demonstrating excellent customer service skills. ● Field Support: ○ Travel to customer locations when necessary to provide on-site support, including installation, troubleshooting, and training. ○ Conduct hardware repairs or replacements on-site, following established procedures and guidelines. ○ Collaborate with other teams, such as sales or product development, to address customer issues and provide feedback for product improvement. ● Documentation and Reporting: ○ Maintain detailed records of customer interactions, technical issues, and resolutions in a CRM system. ○ Generate reports on common customer inquiries or recurring technical issues to identify trends and assist in developing solutions. ● Product Knowledge and Training: ○ Stay up to date with the latest features, updates, and technical specifications of our product. ○ Participate in ongoing training sessions to enhance your knowledge and skills related to our products. ○ Provide training sessions or workshops for customers to ensure they have a thorough understanding of our products.