Remote Customer Support

IbrokerPower Capital; Bakersfield (CA); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading financial services firm is seeking a Remote Customer Support Specialist to assist customers with technical issues regarding their products and services. In this role, you will resolve queries, guide users through features, and ensure a high standard of customer satisfaction. This position requires excellent communication skills and familiarity with help desk software. You will monitor social media for customer complaints and gather feedback to enhance services, contributing to our reputation for exceptional support.

Qualifications

• Proven ability to resolve customer queries in a timely manner.
• Experience using help desk software and social media for customer support.
• Ability to earn clients' trust through effective communication.

Responsibilities

• Respond to customer queries via phone, email or chat.
• Identify customer needs and assist with product features.
• Analyze product malfunctions and report findings.
• Update internal databases with information about technical issues.
• Monitor customer complaints on social media.
• Inform customers about new features.

Skills

Excellent communication

Familiarity with help desk software

Problem-solving

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