Customer Support Specialist

In-bound Customer Support Specialist

Customer Support Specialist 

Job Brief:

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To 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.

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.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Handling Sales and identifying up-sell and cross-selling opportunities
• Assist in training junior Customer Support Representatives

Requirements and Skills:

• Experience as a Customer Support Specialist or similar CS role Minimum 1-year related experience.
• 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, English language required.
• Multi-tasking abilities
• Patience when handling tough cases.
• Good team player, with focus on customer service.