Technical Support Specialist

Roles and responsibilities

Provide training to sales channels, sales staff, and new hires to enhance product awareness and drive sales
Support the sales team from a technical perspective, ensuring they have the knowledge needed to promote our products effectively
Address technical customer complaints, working closely with the customer service team to resolve issues promptly and satisfactorily
Audit booths to ensure technical interactions with customers are accurate and effective
Serve as a beauty advisor at events, offering technical expertise on our products
Conduct customer surveys for each new or developed product to gather feedback and insights
Technical Support

Provide first-line technical support to users via phone, email, or chat, addressing inquiries and issues related to hardware, software, and networks.
Diagnose and troubleshoot technical problems, providing effective solutions in a timely manner.
Issue Resolution

Resolve technical issues by guiding users through step-by-step troubleshooting processes.
Escalate unresolved issues to higher-level support or specialized teams when necessary.
Documentation

Maintain accurate records of support interactions, including problems reported, solutions provided, and follow-up actions.
Create and update knowledge base articles and user documentation for common issues and solutions.
User Training

Educate users on system functionalities, software applications, and best practices for technology use.
Conduct training sessions for new users to ensure they are familiar with systems and tools.
System Monitoring

Monitor system performance and proactively identify potential issues before they impact users.
Assist in routine maintenance and updates of systems and applications.
Collaboration with IT Team

Work closely with other IT team members to support larger projects, system upgrades, and implementations.
Provide feedback on common issues to help improve systems and support processes.
Continuous Improvement

Stay updated on emerging technologies and industry trends to enhance technical support capabilities.
Participate in training and development opportunities to improve technical skills and knowledge.

Desired candidate profile

Medical or pharmaceutical background, preferably a graduate of a medical faculty such as Pharmacy or Science
2-3 years of experience in the cosmetics field industry
Excellent communication and training skills
Ability to work collaboratively with sales and customer service teams
Detail-oriented with strong problem-solving abilities
Passion for the beauty and personal care industry
Industry Experience: Experience in specific sectors such as software, hardware, telecommunications, or cloud services is advantageous.
Technical Skills
Troubleshooting Skills: Strong ability to diagnose and resolve hardware, software, and network issues.
Knowledge of Operating Systems: Proficiency in various operating systems (Windows, macOS, Linux) and mobile platforms.
Familiarity with Networking: Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
Communication and Interpersonal Skills
Verbal Communication: Excellent verbal communication skills to clearly explain technical concepts to non-technical users.
Written Communication: Strong written communication skills for documenting issues, solutions, and procedures.
Customer Service Orientation
Customer-Focused: A strong commitment to providing excellent customer service and ensuring user satisfaction.
Empathy and Patience: Ability to remain calm and patient while assisting users with technical challenges.
Personal Attributes
Analytical Thinker: Strong analytical and problem-solving skills to identify root causes and implement effective solutions.
Detail-Oriented: High attention to detail in managing technical issues and documenting resolutions.
Adaptability: Willingness to learn new technologies and adapt to changing environments.