Customer Support Specialist
2 weeks ago
Job Description and Responsibilities :
- Responding to customer queries in a timely and accurate way via email.- Recommending solutions and guiding product users through features and functionalities.
- Replying to Appstore & Playstore reviews.
- Writing FAQ's for apps.
- 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
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams.
Requirements :
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software.
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma is a plus. (ref:hirist.tech)
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