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.
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
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.