Customer Support Specialist
2 months ago
Weare looking for a Customer Support Specialist to assist ourcustomers with technical problems when using our products andservices.
Customer Support Specialistresponsibilities include resolving customer queries recommendingsolutions and guiding product users through features andfunctionalities. To be successful in this role you should be anexcellent communicator who’s able to earn ourclients’ trust. You should also be familiar with the helpdesk software.
Ultimately you will helpestablish our reputation as a company that offers excellentcustomer support during all sales and aftersalesprocedures.
Responsibilities- Respond to customer queries in a timely andaccurate way via phone email or chat
- Identifycustomer needs and help customers use specific features
- Analyze and report product malfunctions (for example bytesting different scenarios or impersonating users)
- Update our internal databases with information abouttechnical issues and useful discussions with customers
- Monitor customer complaints on social media and reach outto provide assistance
- Share feature requestsand effective workarounds with team members
- Inform customers about new features andfunctionalities
- Follow up with customers toensure their technical issues are resolved
- Gather customer feedback and share with our Product Salesand Marketing teams
- Assist in training juniorCustomer Support Representatives
- Experienceas a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote supporttools
- Understanding of how CRM systemswork
- Excellent communication andproblemsolving skills
- Multitaskingabilities
- Patience when handling toughcases
- BSc in Information Technology orrelevant diploma
Skills
CRMsystems, customer satisfaction, customer service skill, customersupport, effective communications, effective listening
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