![Matrix Future Technologies Sdn Bhd](https://media.trabajo.org/img/noimg.jpg)
Customer Service Representative
1 month ago
**Primary Customer Support Specialist**
As the main contact for customers needing help with our mobile apps, you'll be the go-to person to solve their issues.
- Offer quick and accurate help through email, chat, or phone.
- Assist users with app setup, troubleshoot problems, and guide them through fixes.
- Work closely with the tech team to tackle complex issues customers face.
- Keep records of customer interactions and solutions using our RM system.
- Spot recurring problems and help create guides to empower users to help themselves.
- Participate in beta tests and gather feedback for product enhancements.
- Champion customers' needs to the product team based on feedback and support trends.
- Stay updated on new app features and industry trends to address customer inquiries effectively.
- Always aim to exceed customers' expectations for a top-notch experience.
**Requirements**
- Proven background in customer service or tech support, particularly in tech or software.
- Great tech skills to troubleshoot software issues on iOS and Android devices.
- Excellent written and verbal communication, showing empathy and professionalism.
- Keep cool under pressure when handling multiple customer queries and tech problems.
- Knowledge of RM systems and ticketing platforms like Zendesk, Freshdesk is a plus.
- Passion for tech and mobile apps and a hunger to follow new trends.
- Strong at solving problems and proactive in tackling customer challenges.
- Preferably a degree in a related field or equivalent work experience.
**Preferred Qualifications**
- Experience in an agile software development setup.
- Know-how of mobile app frameworks, tools, and best practices.
- Previous exposure to app testing, quality assurance, or UX research is beneficial.
- Certification in customer service or tech support is a plus.
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