Customer Support Specialist PT

Simera; San Francisco (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Simera is seeking a proactive Customer Support Specialist in San Francisco, CA to deliver exceptional service across email, chat, phone and other channels. You will listen to customer needs, provide accurate solutions, and maintain a positive, professional approach in every interaction.

You will troubleshoot issues, document interactions, escalate when needed, and collaborate with internal teams to improve the overall customer experience.

Qualifications

• Excellent verbal and written communication.
• 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.

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.

Skills

Excellent communication

Customer service

Problem-solving

Understand customer needs

Attention to detail

Multitasking

CRM systems

Calm under pressure

Tools

CRM systems

Support platforms

Digital tools

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.