Customer Support Specialist (client facing)

MyAdvice

Bengaluru

On-site

INR 300,000 - 500,000

Full time

14 days+

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Job summary

A digital marketing firm is seeking a Customer Support Specialist to deliver high-quality support to clients. The ideal candidate will have experience in a similar role and will excel in resolving customer queries and guiding users through products. Strong technical skills and communication abilities are essential for success in this position. The role requires a commitment to providing excellent service in a fast-paced environment.

Qualifications

1+ years in a high-volume Customer Service or Technical Support position.
Technical ability to support WordPress websites.
Comfortable working independently and balancing multiple priorities.

Responsibilities

Manage and resolve incoming support requests through our ticketing system.
Close a minimum of 200 tickets per week generated via phone, email and ticket submission form.
Deliver upon excellent customer service in a constantly changing environment.

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

Multi-tasking

Education

High school education or equivalent

Tools

Zendesk

Gsuite

Microsoft Excel

Job description

Customer Support Specialist (client facing)

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Position Summary

“We are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing is perfect. But we are going to chase it because, in the process, we will catch excellence.” — Vince Lombardi

If you are seeking to work hard and pursue excellence, then you might be right for our team! As MyAdvice’s Customer Support Specialist, you will deliver the highest quality support to our digital marketing clients by solving client concerns with excellent efficiency via various communication channels. Our Customer Support Specialists serve as empathetic communicators to assist our clients with technical issues when using our products and services. You’ll be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities.

Our ideal candidate is a strong multi-tasker who thrives working cross departmentally to seek swift resolution. They’re a tech-savvy product expert with impeccable attention to detail and excels within a fast paced environment. It’s critical our Customer Support Specialists are exceptionally strong writers and communicators with the ability to explain complicated concepts in an easy-to-understand manner. They go beyond clients’ initial requests to understand their underlying needs to ultimately deliver upon MyAdvice’s mission statement to make our clients’ lives better.

The shifts available for this role are as follows:

Monday - Friday, from 6:30 pm - 3:30 pm IST

Monday - Friday, from 8:30 pm - 5:30 am IST

Essential Duties

Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice digital marketing product/feature suite
Close a minimum of 200 tickets per week generated via phone, email and ticket submission form
Answer inbound calls at the rate of 3-5 calls per hour
Deliver upon excellent customer service in a constantly changing environment
Maintain a high level of professionalism with clients and establish positive rapport
Explain technical issues in user-friendly language to non-technical end users
Multi-task to track dozens of open tickets at various stages of completion
Assist our internal teams with technical and training support as needed
Work closely with Customer Success Managers

Required Skills

1+ years in a high-volume Customer Service or Technical Support position
Technical ability to support WordPress websites
Excellent interpersonal relations and communication skills (both written & verbal)
Must have help/support desk experience, triage and technical troubleshooting skills
Tech-savvy with basic computer functions and the ability to teach others
Working knowledge of GSuite, Microsoft Excel and Word along with web-based systems
Familiar with utilizing support ticketing software (Zendesk preferred)
Experience communicating with off-shore deliverable groups
Possess excellent organization skills and attention to detail
Comfortable working independently and balancing multiple priorities
Willingness to go above and beyond to solve issues
Use critical thinking to identify root cause of problems

Preferred Skills

Domain transfer and DNS setup experience
Understanding of web hosting and basic server administration
Non-WordPress CMS website (ie: Drupal, Joomla) updates and maintenance
Basic understanding of front-end technologies, including HTML5, CSS3, JavaScript
Familiar with debugging tools such as Chrome inspector, etc

Qualifications