Virtual Assistant – Tech Support & Knowledgebase Manager

We are seeking a talented and customer-centric Virtual Assistant to provide top-tier technical support for our suite of tools and to manage our knowledgebase resources. Join us in delivering outstanding service and helping our clients make the most of our products.
Job Description:
As a Virtual Assistant, you will serve as the first point of contact for our customers, offering expert technical support via chat and email. Your primary responsibility will be to assist customers in navigating and utilizing our tech tools for ecommerce, email marketing, social media publishing, and scheduling. Additionally, you will play a key role in enhancing our customer experience by creating and updating comprehensive how-to articles and maintaining our knowledgebase. Training will be provided on all tools to ensure you’re equipped for success.
Key Responsibilities:
Technical Support: Provide prompt and friendly virtual tech support to customers via chat and email, addressing inquiries about tool functionalities, troubleshooting issues, and guiding users through problem-solving steps.
Knowledgebase Management: Create, update, and maintain a user-friendly knowledgebase of how-to articles, FAQs, and troubleshooting guides to empower customers to find solutions independently.
Customer Education: Proactively educate customers on product features and best practices to optimize their experience and achieve their goals.
Issue Resolution: Escalate complex technical issues to the appropriate team members while ensuring customers are kept informed and satisfied with the support process.
Documentation: Prepare and maintain comprehensive documentation for common issues and resolutions, contributing to a shared repository of technical knowledge.
Skills Required:
Technical Proficiency: Strong familiarity with ecommerce, email marketing, and social media tools. While training will be provided, a foundational understanding of these areas is advantageous.
Customer-Centric: A passion for helping customers and solving their problems with patience, empathy, and a customer-first mindset.
Communication Skills: Excellent written communication skills to provide clear and concise responses via chat and email.
Problem Solving: A knack for troubleshooting technical issues and the ability to explain solutions in a simple and understandable manner.
Documentation: Skill in creating and maintaining detailed how-to articles and documentation.
Organizational Skills: Effective time management and the ability to prioritize tasks to meet customer needs and update the knowledgebase regularly.