Customer Support Specialist

We are seeking a customer support specialist to provide exceptional assistance to our clients via live chat at Lead The Way LLC. This role requires a strong understanding of our products and services, as well as excellent communication and problem-solving skills.

Key Responsibilities

• Customer Interaction:
  • Respond to customer inquiries in real-time, providing accurate information and resolving issues promptly.
  • Handle complaints and issues with professionalism and empathy, escalating when necessary.
• Product Knowledge:
  • Maintain a deep understanding of our products and services, including policies and procedures.
  • Communicate effectively with customers, providing accurate information or directing them to relevant resources.
• Problem-Solving:
  • Identify and resolve issues efficiently, ensuring customer satisfaction.
  • Utilize available tools and resources to troubleshoot problems and answer questions.
• Documentation:
  • Accurately document customer interactions in our support software.
  • Maintain records of frequently asked questions and common issues for future reference.
• Team Collaboration:
  • Work with the support team to address complex inquiries and share feedback to improve the customer experience.
• Performance Metrics:
  • Meet or exceed performance goals for response time, customer satisfaction, and issue resolution rate.
  • Pursue ongoing training and development to enhance product knowledge, communication skills, and technical expertise.
• Follow-up:
  • Ensure timely follow-up with customers to confirm issue resolution.

Requirements

• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• Previous customer service or chat-based support experience is a plus.
• Strong written communication skills and typing abilities.
• Ability to multitask while maintaining professionalism and quality service.
• Proficiency in customer support software is a plus.
• Strong problem-solving and analytical abilities.