Customer Support Specialist

We are seeking a detail-oriented Customer Operations Specialist to join our team. This role is essential in maintaining excellent customer relationships, supporting internal processes, and ensuring smooth operations across our service delivery platforms. The ideal candidate will be a problem-solver who thrives in a fast-paced environment and is committed to delivering exceptional customer experiences.

Key Responsibilities

Customer Service & Support

• Resolve customer issues via email, chat, and phone regarding billing, rates, and technical matters
• Handle maintenance requests for client accounts on file
• Provide comprehensive support for core company products (DERPS, Dolphin POS)
• Focus on customer retention through quality service delivery and proactive issue resolution
• Work to prevent client churn by addressing concerns promptly and effectively

Administrative & Operational Tasks

• Monitor and respond to all incoming emails on time
• Manage application onboarding processes for new clients
• Organize and maintain documentation systems
• Support ticket management for agents across all departments
• Ensure smooth onboarding experiences for new customers
• Help streamline processes to improve customer experience during onboarding and technical support
• Provide guidance on the effective use of the DERPS/CRM system to optimize workflow processes

Quality Assurance & Financial Support

• Conduct audits of tickets and issues to identify patterns and prevent recurring problems
• Identify and resolve billing discrepancies and incorrect charges
• Support financial and collections processes through proper billing procedures using DERPS
• Collaborate with the team to eradicate repeat issues and improve overall service quality
• Assist in maintaining accurate financial records and reporting

Required Qualifications

• 8+ years of customer service experience, preferably in a technical or SaaS environment
• Strong communication skills (written and verbal)
• Proficiency with CRM systems and help desk software
• Experience with billing systems and financial processes
• Technical Associate's degree preferred
• Excellent problem-solving and analytical skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong attention to detail and organizational skills
• Technical troubleshooting experience

Work Environment

This position requires strong multitasking abilities and the capacity to handle various customer touchpoints simultaneously. The role involves both independent work and close collaboration with internal teams to ensure optimal customer experiences and operational efficiency.

Timings: 07 pm to 3 am Pakistan Standard Time

Job Type: Full-time

Work Location: Remote