Job Summary

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Customer Support Specialist Job opening
•    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
•    Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
•    o be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
•    Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities
•    Respond to customer queries in a timely and accurate way, via phone, 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 on social media 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
•    Gather customer feedback and share with our Product, Sales and Marketing teams
•    Assist in training junior Customer Support Representatives

Requirements
•    Experience as a Customer Support Specialist or similar CS role
•    Familiarity with our 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 tough cases
•    BSc in Information Technology or relevant diploma

Qualified candidates are required to send their updated CV

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