Customer Support Specialist

Umbrella BPO; United States; Hybrid; USD 45,000 - 60,000; Full time

Job summary

Umbrella BPO is seeking a Customer Support Specialist to provide exceptional support to clients. You'll handle inquiries through various channels, troubleshoot technical issues, and identify process improvements to enhance customer experience. Ideal candidates should have a minimum of 3 years in customer support, strong organizational skills, and fluency in English. A bachelor's degree is a plus. The role may require evening or weekend work to manage deadlines. Join us in delivering outstanding service to our clients.

Qualifications

• Minimum 3 years of experience in customer support, preferably in a BPO environment.
• Ability to handle confidential information with discretion.
• Strong organizational and multitasking abilities.

Responsibilities

• Provide prompt and efficient support to clients via phone, email, chat, or client CRM software.
• Diagnose and resolve technical issues related to BPO processes and systems.
• Identify opportunities for process improvement and efficiency.
• Maintain accurate and detailed records of customer interactions.
• Monitor and evaluate customer interactions to ensure quality.

Skills

Professional English fluency

Customer support experience

Strong organizational abilities

Excellent communication skills

Interpersonal skills

Confidential information handling

Education

Bachelor's Degree

Tools

Zendesk

Job description

Overview

As a Customer Support Specialist at Umbrella BPO, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience.

Key Responsibilities

Customer Support

• Provide prompt and efficient support to clients via phone, email, chat, or client CRM software such as Zendesk.
• Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.

Technical Troubleshooting

• Diagnose and resolve technical issues related to BPO processes and systems.
• Collaborate with internal teams to elevate and resolve complex technical problems.

Process Improvement

• Identify opportunities for process improvement and efficiency in customer support procedures.
• Work closely with team members and management to implement enhancements to existing processes.

Documentation

• Maintain accurate and detailed records of customer interactions, technical issues, and resolutions.
• Contribute to the development and updating of knowledge base articles and support documentation.

Client Communication

• Communicate effectively with clients to understand their needs and expectations.
• Provide regular updates and feedback to clients regarding the resolution of their issues.

Quality Assurance

• Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
• Participate in quality assurance initiatives and training programs.
• Be able to adapt and adjust to what the business needs are.

Qualifications

• Professional English fluency.
• Minimum 3 years of experience in customer support, preferably in a BPO environment.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to handle confidential information with discretion.
• Bachelor's Degree (Nice to have).

Working Conditions

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the Customer Support Specialist position. Join our team and contribute to the success of our clients through outstanding service and support.