As a Customer Support Specialist, you will be the first point of contact for our customers, addressing their inquiries and resolving issues promptly and efficiently. You will play a key role in maintaining high customer satisfaction levels by providing excellent service and support.
 

Key Responsibilities:
 

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating to appropriate teams when necessary.
• Provide product information, guidance, and support to customers.
• Maintain accurate and detailed records of customer interactions and support activities in our CRM system.
• Collaborate with cross-functional teams, such as Sales, Product, and Technical Support, to address customer needs and feedback.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service received.
• Assist in the development and maintenance of support documentation and knowledge base articles alongside Enablement.
• Participate in training sessions and team meetings to stay updated on product changes and support procedures.
• Identify and report recurring customer issues to help improve products and services.
• Strive to exceed customer expectations and contribute to achieving team and company performance goals.

Qualifications:
 

• Bachelor’s degree in business, Communications, or a related field is preferred.
• Proven experience in a customer support or service role, preferably in a commercial organization.
• Excellent communication and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency in customer support software and CRM systems (e.g. Salesforce).
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• High level of patience, empathy, and professionalism in dealing with customers.
• Strong organizational skills and attention to detail.
• Ability to work both independently and as part of a team.
• Commitment to providing outstanding customer service and continuous improvement.