Customer Support Specialist ES

Simera; San Francisco (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

Simera in San Francisco is seeking a proactive Customer Support Specialist to deliver exceptional service across email, chat, and phone. You will listen to customers, understand their needs, and provide accurate solutions that address concerns with empathy and professionalism.

The role emphasizes clear communication, problem solving, and meticulous record-keeping as you work with cross-functional teams to resolve issues and improve the customer experience.

Qualifications

• Excellent verbal and written communication required.
• Strong customer service and interpersonal skills.
• Ability to multitask and manage multiple inquiries.

Responsibilities

• Respond to inquiries via email, chat, phone, or other channels.
• Understand customer needs and provide clear, professional assistance.
• Troubleshoot and resolve issues promptly.
• Escalate complex issues to the appropriate team.
• Follow up to ensure issues are fully resolved.
• Maintain accurate records of interactions and resolutions.
• Identify recurring issues and report trends to relevant teams.
• Follow company policies, procedures, and service standards.
• Maintain a professional, customer-focused approach in every interaction.
• Collaborate with internal teams to improve the customer experience.

Skills

Communication skills

Customer service

Problem-solving

Multitasking

CRM experience

Attention to detail

Tools

CRM software

Job description

We are seeking a proactive and customer-focused Customer Support Specialist to provide exceptional support to customers and ensure a positive experience at every interaction. The ideal candidate is a strong communicator who can understand customer needs, resolve issues efficiently, and provide accurate and timely solutions across different communication channels.

Responsibilities

• Respond to customer inquiries through email, chat, phone, or other support channels.
• Understand customer needs and provide clear, accurate, and professional assistance.
• Troubleshoot and resolve customer issues in a timely manner.
• Escalate complex or technical issues to the appropriate team when necessary.
• Follow up with customers to ensure their issues are fully resolved.
• Maintain accurate records of customer interactions, requests, and resolutions.
• Identify recurring customer issues and communicate trends or feedback to the relevant teams.
• Follow company policies, procedures, and service standards.
• Maintain a professional, positive, and customer-focused approach in every interaction.
• Collaborate with internal teams to resolve customer concerns and improve the overall customer experience.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Problem-solving and critical-thinking abilities.
• Ability to understand customer concerns and provide effective solutions.
• Strong attention to detail and organizational skills.
• Ability to multitask and manage multiple customer requests efficiently.
• Comfortable working with customer support platforms, CRM systems, and other digital tools.
• Ability to remain calm and professional when handling difficult or frustrated customers.
• Strong computer skills and ability to learn new software quickly.