Multichannel Customer Support Specialist

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

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.