Customer Support

Customer Support


Job Description:

Customer Support Specialist is a professional responsible for handling customer inquiries, comments, and complaints regarding a particular business. Their primary goal is to provide positive customer experiences by enhancing relationships between the customer and the company.

Job Tasks and Responsibilities:

Key responsibilities include:

Responding to Customer Queries:

  • Responding to customer queries in a timely and accurate manner via phone, email, or chat.
  • Identifying customer needs and helping customers use specific features.

Analyzing and Reporting Product Malfunctions:

  • Analyzing and reporting product malfunctions, such as testing different scenarios or impersonating users.
  • Updating internal databases with information about technical issues and useful discussions with customers.

Monitoring Customer Feedback:

  • Monitoring customer complaints on social media and reaching out to provide assistance.
  • Informing customers about new features and functionalities.
  • Following up with customers to ensure technical issues are resolved.

Gathering Feedback and Sharing with Teams:

  • Gathering customer feedback and sharing it with the Product, Sales, and Marketing teams.

Training and Teamwork:

  • Assisting in training junior Customer Support Representatives.

Requirements and Skills:

  • Experience as a Customer Support Specialist or similar CS role.
  • Familiarity with help desk software and remote support tools.
  • Understanding of CRM systems.
  • Excellent communication and problem-solving skills.
  • Multi-tasking abilities.
  • Patience when handling tough cases.
  • A Bachelor’s degree in Information Technology or a relevant diploma.

Requirements and Skills:

  • Strong communication and problem-solving skills.
  • Ability to work in a high-pressure environment.
  • Familiarity with proprietary software.
  • Leadership skills.
  • Ability to learn quickly.
  • Strong computer skills.

Job Types: Full-time

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