Customer Support Specialist

Position Description

As a Customer Support Specialist, you will play a crucial role in delivering outstanding support to our customers. You will be responsible for addressing customer inquiries, troubleshooting issues, and providing solutions to ensure a positive experience with our products/services. You will work closely with other teams to escalate and resolve complex issues and contribute to the continuous improvement of our support processes.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other communication channels in a timely and professional manner.
• Troubleshoot technical issues and provide step-by-step instructions or guidance to resolve customer concerns.
• Document and track customer interactions and issue resolutions using our CRM system.
• Collaborate with cross-functional teams, including product development and sales, to escalate and resolve customer issues efficiently.
• Identify common customer challenges and contribute to the development of self-service resources, knowledge base articles, and other support materials.
• Proactively follow up with customers to ensure their issues are fully resolved and their needs are met.
• Continuously seek opportunities to improve the customer support experience and provide feedback to the team leads and management.

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• Previous experience in a customer support or technical support role preferred.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• Excellent problem-solving and troubleshooting skills with a customer-centric approach.
• Familiarity with CRM systems and support tools is a plus.
• Ability to work independently and collaboratively in a fast-paced environment.