Customer Support Specialist

Sur; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Specialist, where your exceptional communication and problem-solving skills will shine. In this dynamic role, you will assist customers in resolving technical issues, ensuring they have a seamless experience with our products and services. You'll be at the forefront of establishing a reputation for outstanding customer support, guiding users through features and functionalities while collaborating with various teams to enhance our offerings. If you're passionate about helping others and thrive in a fast-paced environment, this is the perfect opportunity for you.

Qualifications

• Experience in a customer support role is essential.
• Familiarity with help desk software and CRM systems is a plus.

Responsibilities

• Respond to customer queries via phone, email, or chat.
• Analyze product malfunctions and report issues.
• Assist in training junior Customer Support Representatives.

Skills

Excellent communication skills

Problem-solving skills

Multi-tasking abilities

Patience

Education

High school diploma or equivalent

Experience in customer support

Tools

Help desk software

Remote support tools

CRM systems

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. 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.

Responsibilities

• 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)
• 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

• 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
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases