Join our exceptional support specialist team and play a pivotal role in delivering top-tier customer satisfaction through exceptional technical and non-technical support. This position demands a customer-centric mindset, robust problem-solving abilities, and effective communication within our dynamic and evolving environment.
Responsibilities:
Respond to customer queries in a timely and accurate way via 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 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
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
Assist in training junior Customer Support Representatives
Immediately escalating serious complaints or issues that you are not equipped to deal with.
Liaising with colleagues or managers to find the best solutions to customers’ issues.
Requirements:
Experience as a Customer Support Specialist or similar CS role
Familiarity with our industry is a plus
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
The flexibility to work irregular hours, when required.
Superb written and verbal communication skills.
Qualifications:
Bachelor's degree in a relevant field, such as Computer Science or Information Technology, is preferred.
Relevant certifications are a plus.
Soft Skills:
Excellent communication skills, with the ability to effectively interact with customers and cross-functional teams.
Strong problem-solving abilities and a detail-oriented mindset.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Proactive attitude and willingness to learn and adapt to new technologies and integration methods.
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