Remote customer support specialist

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

Job summary

A customer support-oriented company based in California is seeking a Remote Customer Support Specialist. In this role, you will assist customers with technical problems related to products and services. Responsibilities include responding to queries, guiding users, and monitoring customer feedback. Success in this position requires experience in customer support and proficiency with help desk software. Join our team to help us provide excellent customer support throughout the customer journey.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with the industry is a plus.
• Excellent communication and problem-solving skills.

Responsibilities

• Respond to customer queries in a timely and accurate way.
• Identify customer needs and help customers use specific features.
• Monitor customer complaints on social media and reach out to provide assistance.

Skills

Excellent communication

Problem-solving skills

Familiarity with help desk software

Understanding of CRM systems

Tools

Help desk software

Remote support tools

Job description

About the job Remote customer support specialist

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