Customer Support Specialist

4 weeks ago

Hyderabad, Telangana, India Diyos Infotech Pvt. Ltd. Full time

Diyos Infotech Pvt. Ltd. is a leading provider of innovative solutions in the field of Web Application Development. Our team of skilled professionals has extensive experience in the latest technologies, backed by Microsoft and other open-source platforms. With over a decade of experience, we have served more than 250 clients, delivering effective business software solutions that enhance efficiency, speed, accuracy, and scalability.

The Role

We are seeking a highly skilled Customer Support Specialist to join our team. The ideal candidate will have at least 1 year of experience in a related field, with a strong understanding of CRM systems and excellent communication skills. The successful candidate will be responsible for responding to customer inquiries, identifying customer needs, and resolving product or service problems in a timely and efficient manner.

Key Responsibilities

  • Respond to customer inquiries via phone, email, or chat, and ensure proper communication with the technical team regarding ticket status and resolution.
  • Identify customer needs and assist them in utilizing specific features of our products or services effectively.
  • Resolve product or service problems by clarifying customer complaints, determining the root cause of issues, and providing the best solutions.
  • Route customers for assistance if unable to resolve issues directly, and coordinate with appropriate personnel to ensure timely resolution.
  • Engage with potential customers by addressing their inquiries and providing detailed information about our products or services.
  • Monitor social media platforms for customer complaints and proactively reach out to assist and resolve issues.
  • Share customer feedback, feature requests, and effective workarounds with team members to enhance overall customer support service.
  • Keep customers informed about new features, functionalities, and updates to our products or services.
  • Maintain internal databases with technical concerns raised by customers and record useful discussions to assist future interactions.
  • Follow up with customers to ensure that technical issues reported are resolved satisfactorily.
  • Analyze customer needs and provide recommendations for potential products or services that could benefit customers.
  • Keep weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and identify trends.
  • Provide support and guidance to peers to enhance their customer support skills through training sessions and knowledge sharing.
  • Attend meetings with the technical team to discuss pending issues and update daily reports in the Status group regarding unresolved points.
  • Manage support emails efficiently, ensuring timely responses and resolutions to customer queries.
  • Communicate with clients after resolving their issues to confirm satisfaction and closure.
  • Closing tickets by the end of the day, providing timely resolution to customer issues.

Requirements

  • At least 1 year of experience in a related field.
  • Experience using help desk software and remote support tools.
  • Understanding of how CRM systems work.
  • Well-developed verbal and written communication skills.
  • Good organizational skills and effective multi-taskers.
  • Excellent problem-solving abilities.

What We Offer

  • A role that offers a breadth of learning opportunities.

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