Customer Support Specialist

Cibirix; Indore District; On-site; INR 250,000 - 350,000; Full time

Job summary

Cibirix is seeking a Customer Support Specialist to assist customers with technical problems and guide users through product features. You will respond to queries, identify needs, and help users navigate solutions across channels.

Role involves reporting bugs, updating knowledge bases, and collaborating with Product, Sales, and Marketing to improve customer experience. Training junior teammates is also part of the responsibilities.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Experience using help desk software and remote support ticketing systems.
• Understanding of how CRM systems work.
• BSc in Information Technology or relevant diploma.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• Familiarity with our industry is a plus.

Responsibilities

• Respond to customer queries via phone, email and ticketing system.
• Identify customer needs and help users use product features.
• Analyze and report product bugs and issues.
• Update internal databases with issue details and discussions.
• Monitor customer complaints on social media and provide assistance.
• Share feature requests and workarounds with the team.
• Inform customers about new features and functionalities.
• Follow up to ensure issues are resolved.
• Gather customer feedback for Product, Sales and Marketing teams.
• Assist in training junior Customer Support Representatives.

Skills

Customer support

Communication

Problem-solving

Multi-tasking

Patience

Education

BSc in Information Technology

Tools

CRM systems

Help desk software

Ticketing system

Job description

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.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email and ticketing system.
• Identify customer needs and help customers use specific features
• Analyze and report product bugs, issues, and errors (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Requirements and skills

• 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 ticketing systems.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• BSc in Information Technology or relevant diploma.