We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
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Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)Update our internal databases with information about technical issues and useful discussions with customers
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Monitor customer complaints on social media and reach out to provide assistance
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Share feature requests and effective workarounds with team members
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Inform customers about new features and functionalities
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Follow up with customers to ensure their technical issues are resolved
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Gather customer feedback and share with our Product, Sales and Marketing teams
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Assist in training junior Customer Support Representatives
- Experience as a Customer Support Specialist or similar CS role
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Familiarity with our industry is a plus
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Experience using help desk software and remote support tools
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Understanding of how CRM systems work
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Excellent communication and problem-solving skills
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Multi-tasking abilities
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Patience when handling tough cases
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BSc in Information Technology or relevant diploma