Technical Support Specialist

Job description

At Impel, our Technical Support Specialists ensure that our software is working as designed and helps our customers get the most from our products and services. Technical Support Specialists combine their own technical expertise with their deep knowledge of our software to help our customers and team members to get the most out of our products. Responsibilities: Customer Support - Respond to client inquiries related to Impel product functionalities, and troubleshooting issues to ensure timely and accurate solutions. - Document client interactions to maintain a detailed support history. - Proactively identify and address common AI issues by analyzing support trends and suggesting preventive measures or FAQs to reduce future client inquiries. - Track and follow up on open client cases, ensuring issues are resolved within agreed timelines and maintaining client satisfaction through consistent updates. - Deliver an exceptional customer experience, timely and thorough communication, and represent the Impel brand in every interaction. - Handle incoming support requests (by phone, email, and chat) to ensure that all customer inquiries are resolved promptly and accurately. - Manage custome...