Frontline Support Specialist

Job Description The Frontline Customer Support Specialist is responsible for providing exceptional customer service to our customers. As a frontline representative, you will be the first point of contact for customers, addressing their inquiries, troubleshooting product issues, and ensuring their overall satisfaction. You will play a crucial role in maintaining strong customer relationships and fostering a positive brand image. What You Are Responsible For - Provide prompt and courteous assistance to customers via email, live chat, or other communication channels. - Monitoring live events especially those that are high risk. - Respond to customer inquiries, resolve problems, and provide accurate information about products, services, and company policies while showcasing urgency in response if the event is live. - Working closely with Technical Support and Engineering Teams to solve issues quickly and efficiently for high-value customers and during live events - Collaborate effectively with cross-functional teams, such as Customer Success and Implementation Teams to support clients and provide unified support on events. - Stay updated on product knowledge and new releases to better assist customers and offer appropriate solutions. - Conducting comprehensive event checks for all upcoming client events to ensure that each event has been set up correctly and to identify any potential gaps. How You Are Measured - Hitting and surpassing goals for Customer Satisfaction, First Response Time, Full Resolution Time and First Contact Resolution metrics on tickets handled. - That you are responding to clients in a professional and courteous manner while in adherence to company policies and procedures. - Hitting and surpassing the number of tickets assigned - Demonstrating incredible knowledge about the Goldcast platform Requirements - Experience: 1+ year of customer support experience, preferably in a technical or SaaS environment. - Availability: Must be willing to work night shifts in IST (Indian Standard Time). - Technical Knowledge: Strong grasp of technology and basic troubleshooting skills. Experience with event monitoring tools is a plus. - Communication Skills: Outstanding written and verbal communication, with ability to explain technical concepts clearly to customers. - Customer Focus: Proven track record of delivering exceptional customer service, quick issue resolution, and positive customer experiences. - Problem-Solving: Strong collaboration skills with cross-functional teams (Customer Success, Implementation, Technical Support) to resolve customer issues efficiently. - Product Knowledge: Eager to learn and maintain deep understanding of our platform and product updates. - Metrics-Driven: Comfortable working towards key performance indicators like Customer Satisfaction, First Response Time, and Full Resolution Time while maintaining high efficiency. How You Get Promoted - More than one year of experience in the current role. - Performance and Experience: Consistently demonstrated strong performance in their current role. This includes meeting or exceeding performance metrics, consistently delivering excellent customer service, and displaying a high level of product knowledge. They should also have a solid understanding of the customer support processes and procedures. - Leadership Skills: Possess qualities such as effective communication, problem-solving abilities, the ability to motivate and inspire team members, and a natural inclination to take initiative and assume additional responsibilities. - Mentoring and Coaching: Demonstrate the ability to assist and mentor other team members. This can include providing guidance, sharing knowledge, and offering support to team members, especially during onboarding or training periods. - Adaptability and Flexibility: Ability to adapt to changing situations, handle pressure, and remain composed during challenging customer interactions or high-stress periods. - Communication Skills: Effectively communicate with team members, customers, and other stakeholders. They should be able to provide clear instructions, offer constructive feedback, and communicate expectations to the team. - Conflict Resolution: Able to mediate conflicts among team members, de-escalate customer disputes, and find effective resolutions while maintaining a positive and professional environment. - Continuous Learning and Improvement: Actively seek opportunities for growth and improvement. This can include attending training sessions, pursuing certifications, and staying updated with industry trends and best practices. - Additional Responsibilities: Ability to take on additional responsibilities beyond their current role. This could include assisting with team scheduling, monitoring team performance, conducting team meetings, or participating in projects to improve customer support processes.