Customer Support Specialist

Umbrella BPO; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Umbrella BPO is seeking a Customer Support Specialist who will be pivotal in delivering exceptional support to clients. Responsibilities include addressing inquiries, performing technical troubleshooting, improving processes, and ensuring quality assurance in service delivery. Candidates should possess a strong background in customer support, ideally within a BPO setting, with excellent communication skills and fluency in English.

Qualifications

• Minimum 3 years of experience in customer support, preferably in a BPO environment.
• Ability to handle confidential information with discretion.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide prompt and efficient support to clients via phone, email, and chat.
• Diagnose and resolve technical issues related to BPO processes and systems.
• Identify opportunities for process improvement in customer support.

Skills

Professional English fluency

Organizational abilities

Communication skills

Multitasking abilities

Education

Bachelor's Degree

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:

1. Customer Support:

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

2. Technical Troubleshooting:

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

3. 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.

4. 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.

5. 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.

6. 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.

Please provide the following written in English:

Bio: A brief description of your work history
Fun Facts: 1-3 things you do for fun or interesting facts about yourself*

To complete your application, please visit our interview portal and participate in a brief recorded video interview.

PLEASE COMPLETE THE FOLLOWING:

Copy and Paste the following link into a new tab or window in your browser and follow the instructions:

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https://www.videoask.com/fzq34qcyu
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After finishing this step please check the box below to confirm.* *** I HAVE COMPLETED THE RECORDED VIDEO INTERVIEW ***