Customer Support Specialist
Job Description
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.<p><br></p>Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.<p><br></p>To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.<p><br></p>Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.<p><br></p><strong><u>Responsibilities</u></strong><p><br></p><ul><li>Respond to customer queries in a timely and accurate way, via phone, email or chat</li><li>Identify customer needs and help customers use specific features</li><li>Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)</li><li>Update our internal databases with information about technical issues and useful discussions with customers</li><li>Monitor customer complaints on social media and reach out to provide assistance</li><li>Share feature requests and effective workarounds with team members</li><li>Inform customers about new features and functionalities</li><li>Follow up with customers to ensure their technical issues are resolved</li><li>Gather customer feedback and share with our Product, Sales and Marketing teams</li><li>Assist in training junior Customer Support Representatives</li></ul><p><br></p><strong><u>Requirements</u></strong><p><br></p><ul><li>Experience as a Customer Support Specialist or similar CS role</li><li>Familiarity with our industry is a plus</li><li>Experience using help desk software and remote support tools</li><li>Understanding of how CRM systems work</li><li>Excellent communication and problem-solving skills</li><li>Multi-tasking abilities</li><li>Patience when handling tough cases</li><li>BSc in Information Technology or relevant diploma</li></ul>
