Technical Customer Support Specialist
3 weeks ago
Job Title: Technical Customer Support Specialist
At HRPC, we are seeking a highly skilled Technical Customer Support Specialist to join our team. As a Technical Customer Support Specialist, you will be responsible for providing exceptional customer support to our clients, troubleshooting complex technical issues, and ensuring a high level of customer satisfaction.
Key Responsibilities:
- Resolve customer inquiries and problems promptly and efficiently.
- Provide timely assistance through live chat and Slack community, maintaining active and effective communication.
- Engage daily with the engineering team to stay aligned on product updates and customer feedback.
- Aggregate common questions users ask into the Help desk with thorough guides/videos/articles on how to solve a particular problem or how to achieve a certain outcome.
- Take ownership of the tickets that you create and follow-up with the Engineering team and Customer until the issue is resolved.
- Collect feature requests from customers and update it in the Trello board.
- Ensure customer satisfaction rating is more than 90% monthly.
Qualifications:
- Should be flexible to work in any shift including night shift.
- Previous experience with SaaS chat support.
- Understanding of how cold email campaign writing and creating works.
- Excellent communication and collaboration skills, with the ability to work effectively in a team-oriented, fast-paced environment.
- Ability to multi-task and work efficiently in a fast-paced environment.
Good to have:
- Cold emailing knowledge.
- Prior Experience of working in a Start-up.
- Self-dependent and Quick learner.
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