Remote Customer Service

IbrokerPower Capital; San Francisco (CA); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading support services firm is seeking a Remote Customer Support Specialist to assist customers with technical issues. The role involves troubleshooting, guiding customers through product features, and ensuring satisfaction during and after sales. Ideal candidates should possess excellent communication and problem-solving skills, along with experience in help desk software and CRM systems. Join us to enhance our reputation for outstanding customer support.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with the industry is a plus.
• Understanding of how CRM systems work.

Responsibilities

• Respond to customer queries via phone, email or chat.
• Identify customer needs and assist with features.
• Analyze and report product malfunctions.
• Update internal databases about technical issues.
• Monitor customer complaints on social media.
• Inform customers of new features.
• Follow up with customers to resolve issues.
• Assist in training junior Customer Support Representatives.

Skills

Excellent communication

Problem-solving

Help desk software

CRM systems

Tools

Remote support tools

Help desk software

Job description

We are looking for a Remote 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

Requirements

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