Online Support Specialist

ACH Foam Technologies is seeking a dedicated Online Support Specialist to join our team. This role plays a vital part in delivering exceptional customer service and technical assistance through online channels, ensuring our clients receive timely and effective solutions.

If you are a proactive communicator with a passion for problem-solving and customer satisfaction, this opportunity offers a dynamic environment to grow and make a meaningful impact.

Responsibilities

• Respond to customer inquiries through chat, email, and other online communication tools.
• Diagnose and troubleshoot product-related questions or technical problems.
• Guide customers through product features, usage, and best practices.
• Track and document customer interactions, feedback, and issues accurately.
• Coordinate with cross-functional teams including sales, technical support, and product development to resolve customer concerns.
• Identify opportunities to improve online support processes and customer satisfaction.
• Stay current on product updates, policies, and industry trends to provide informed assistance.

Qualifications

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• Proven experience in online customer support, technical support, or a related field.
• Strong written communication skills with attention to clarity and professionalism.
• Ability to manage multiple inquiries simultaneously in a fast-paced environment.
• Familiarity with customer support software, CRM systems, and online communication platforms.
• Problem-solving mindset with a focus on delivering positive outcomes.
• Detail-oriented and organized with excellent time management skills.
• Comfortable working independently and as part of a collaborative team.