Customer Support Specialist

We are seeking a highly skilled and knowledgeable Customer Support Specialist to join our team. In this role, you will be responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities.

Key Responsibilities:

• Respond to customer inquiries in a timely and accurate manner via phone, email, or chat.
• Identify customer needs and assist customers in utilizing specific product features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users.
• Update internal databases with information about technical issues and valuable discussions with customers.
• Monitor customer complaints on social media and provide assistance when needed.
• Share feature requests and effective workarounds with team members.
• Inform customers about new product features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with the Product, Sales, and Marketing teams.
• Assist in training junior Customer Support Representatives.

Qualifications:

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with the 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.
• Multi-tasking abilities.
• Patience when handling complex cases.
• Bachelor's degree in Information Technology or relevant diploma.

About Us:

{company} is a leading provider of innovative products and services. We value excellent customer support and strive to deliver exceptional service to our clients.