Customer support specialist
Byteworks
Lagos, Lagos, Nigeria
4d ago

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Properly escalate unresolved queries to the next level of support
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Ensure proper recording, documentation and closure
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical and / or non-technical issues are resolved
  • Gather customer feedback and share with our Product, Sales, and Technology teams
  • Prepare product / feature user guides and other relevant documentation.
  • Take the extra mile to engage customers
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Requirements

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools
  • Track record of over-achieving quota
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Patience when handling tough cases
  • BSc in any degree.
  • Note : T his job is for 1 year duration.

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