Job Description

Position Summary:

We are currently seeking a Customer Support Specialist to provide technical assistance to our customers in using our products and services. The responsibilities of the Customer Support Specialist include addressing customer queries, offering solutions, and guiding users through product features and functionalities. Effective communication skills and the ability to build trust with clients are essential for success in this role. Familiarity with helpdesk software is also important.

Additionally, as a Customer Support Specialist, you will collaborate with internal teams to represent the customer\'s perspective and contribute to feature enhancements and improvements. Ultimately, your contribution will help establish our company\'s reputation for delivering exceptional customer support throughout the sales and post-sales processes.

Job Responsibilities

• Respond promptly and accurately to customer queries through phone, email, or chat channels.
• Identify customer needs and assist them in utilizing specific product features.
• Perform remote actions to resolve customer-facing issues.
• Analyze and report product malfunctions by conducting tests or simulating user scenarios.
• Update internal databases with technical issue details and valuable customer interactions.
• Monitor customer complaints on social media platforms and provide necessary support.
• 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 collaborate with Product, Sales, and Marketing teams.
• Assist in training junior Customer Support Representatives.

• Diploma, degree, or equivalent qualification.
• Proficient in computer usage and various commercial and custom applications.
• Experience with Jira and MySQL is a plus.
• Minimum of 2 years of experience in Customer Service Support.