Non Voice

A non-voice Technical Service Representative focuses on support through written communication channels rather than phone calls. This role is common in remote support teams, especially in tech companies, and includes email, chat, and ticket-based systems.

Key Non-Voice Responsibilities:
Email and Chat Support:

Respond to customer queries and technical issues via email or live chat platforms.

Provide accurate, well-written, and timely responses.

Troubleshooting and Issue Resolution:

Guide customers through step-by-step solutions to technical problems.

Use remote tools to diagnose and fix issues if permitted.

Ticket Management:

Track and manage support tickets using systems like Zendesk, Freshdesk, or Jira.

Prioritize and follow up on open cases until resolution.

Documentation:

Create or update knowledge base articles or FAQs for common technical issues.

Maintain detailed records of customer interactions and problem resolutions.

Collaboration with Other Teams:

Coordinate with engineering, QA, or product teams when escalations are needed.

Share user feedback to help improve products or services.

Process Improvement:

Identify patterns in technical issues and suggest improvements.

Help optimize workflows or tools used in non-voice support.

This type of role is ideal for individuals who are detail-oriented, strong in written communication, and comfortable using support platforms and technical tools.