Customer Support Specialist - Advanced Issues

Placements24; Kimberley; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Full remote work flexibility

Professional development opportunities

Job summary

Placements24 is seeking a highly experienced Customer Support Specialist to handle advanced issues in a fully remote role. You will diagnose and resolve complex technical problems, guide customers on best practices, and document all interactions for knowledge base creation.

The role requires 5+ years in complex support, strong communication, and a proactive, patient approach to customer service while thriving in a remote team environment.

Qualifications

• 5+ years in a customer support role focusing on complex technical issues.
• Proven ability to troubleshoot intricate software/hardware problems.
• Strong written and verbal communication skills.
• Proficient with remote work tools and CRM/helpdesk software.
• Stable home office with high-speed internet is required.

Responsibilities

• Handle and resolve advanced customer support issues escalated from the primary team.
• Diagnose, troubleshoot, and resolve complex technical problems related to products/services.
• Provide detailed explanations and guidance on product functionality and best practices.
• Document interactions, resolutions, and follow-up actions in the ticketing system.
• Collaborate with engineering and product teams to identify bugs and suggest improvements.
• Develop and maintain technical documentation and FAQs for advanced troubleshooting.
• Monitor customer satisfaction and strive to exceed expectations.
• Stay up-to-date with product updates and industry best practices.
• Provide support via email, chat, and phone in a remote setting.

Skills

Analytical thinking

Strong communication

Self-starter

Problem-solving

Education

Bachelor's degree in a related technical field

Tools

CRM systems

Advanced helpdesk software

Ticketing system

Job description

About the Role

Our client is seeking a highly experienced and resourceful Customer Support Specialist with a focus on advanced issues to join their fully remote team. This role is critical for tackling complex customer problems that require in-depth technical knowledge and problem-solving expertise. You will be a key player in ensuring customer satisfaction by providing timely and effective resolutions to challenging inquiries. The ideal candidate is a self-starter, possesses strong analytical skills, and thrives in a remote work environment. As a fully remote position, this role offers the ultimate flexibility and the opportunity to work from anywhere, contributing to a global team dedicated to exceptional customer service. We are committed to providing a supportive and challenging work environment where your skills are valued and you can advance your career.

Key Responsibilities

• Handle and resolve advanced customer support issues escalated from the primary support team.
• Diagnose, troubleshoot, and resolve complex technical problems related to our products/services.
• Provide detailed explanations and guidance to customers on product functionality and best practices.
• Document all interactions, resolutions, and follow-up actions meticulously in the ticketing system.
• Collaborate with engineering and product teams to identify bugs and suggest product improvements.
• Develop and maintain technical documentation, knowledge base articles, and FAQs for advanced troubleshooting.
• Monitor customer satisfaction levels and strive to exceed expectations on all interactions.
• Stay up-to-date with product updates, new features, and industry best practices.
• Provide support via multiple channels, including email, chat, and phone, in a remote setting.

Requirements

• Minimum of 5 years of experience in a customer support role, with a significant portion focused on resolving complex technical issues.
• Proven expertise in troubleshooting and diagnosing intricate software or hardware problems.
• Strong analytical and critical thinking skills, with the ability to think on your feet.
• Excellent written and verbal communication skills, capable of explaining complex topics clearly.
• Proficiency with remote work tools, CRM systems, and advanced helpdesk software.
• Ability to work independently, manage time efficiently, and maintain productivity in a remote environment.
• A stable home office setup with reliable high-speed internet is mandatory.
• Bachelor's degree in a related technical field or equivalent demonstrated experience.
• A proactive and patient approach to customer service.

Benefits

• Highly competitive salary with performance bonuses.
• Full remote work flexibility, offering excellent work-life balance.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for continuous learning and professional development.