Support Specialist: Deliver Exceptional Customer Experience
1 day ago
We are seeking a proactive and empathetic individual to join our team as a customer support specialist.
Responsibilities:- Respond promptly to customer inquiries via various channels, ensuring timely resolutions and excellent customer satisfaction.
- Assist users through onboarding, troubleshooting, and utilizing key features of our SaaS platform.
- Maintain a friendly, clear, and solution-focused tone in every interaction, providing personalized support.
- Log technical issues and support tickets accurately using JIRA or similar tools, facilitating efficient issue resolution.
- Escalate bugs or critical issues to the development team for prompt attention and resolution.
- Follow up to ensure resolutions are successful and satisfactory, continuously improving customer experience.
- Create and update FAQs, help articles, and user guides, addressing frequently asked questions and common issues.
- Identify recurring questions or pain points and suggest improvements to enhance customer experience and product usability.
- Gather and organize customer feedback to support product and UX improvements, driving data-driven decisions.
- Monitor social media channels for comments, questions, and concerns, providing real-time support and engagement.
- Share recurring issues and feature requests with product and dev teams, fostering collaboration and innovation.
- Provide regular reports on customer sentiment and support trends, enabling informed decision-making.
- Track KPIs like response time, resolution rate, CSAT, and ticket backlog, ensuring accountability and continuous improvement.
- Ensure alignment with internal SLAs and service standards, maintaining high-quality customer support.
- Excellent written and verbal communication skills, enabling effective interaction with customers.
- Strong troubleshooting and problem-solving skills, resolving complex issues efficiently.
- Quick learner, able to adapt to new tools and workflows, including AI-driven ones.
- Comfortable multitasking across different tasks and platforms, prioritizing customer needs.
- Familiar with CRM/helpdesk tools, such as JIRA, Zendesk, or Intercom, leveraging technology for efficiency.
- Patience, empathy, and professionalism when dealing with users of all technical levels, delivering exceptional customer experience.
- Understanding of how customers interact via social platforms, engaging with them effectively.
- Experience in SaaS, tech, or startup environments, applying industry knowledge to customer support.
- Knowledge of AI tools, automation workflows, or digital marketing platforms, staying ahead of technological advancements.
- Ability to contribute to customer-facing documentation, crafting informative content.
- Basic technical knowledge (APIs, browser issues, integrations), understanding underlying technologies.
Join a fast-growing SaaS company, working from a collaborative office environment, shaping support processes as we scale, growing in a fast-paced, startup culture where your contributions matter.
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