Customer Support Specialist

Job Description: Customer Support Specialist

Customer Support Specialist provide specific information regarding the services, products or materials offered by a company. They answer phones, provide troubleshooting information, report and analyse customers' information and needs, issue billing details and open and close customer accounts.

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.

· Analyse and report product malfunctions (eg., by testing different scenarios or impersonating users).

· Update 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.

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