Job
Description
As a Customer Support Specialist at our company, you will be responsible for providing proactive, friendly, and accurate solutions to customers through various communication channels such as phone, email, chat, and social media. You will work closely with customers to understand their success metrics, troubleshoot technical queries, and ensure complete information and resolution are provided. Collaboration with other departments to address customer needs and enhance overall satisfaction is key. Your role will involve educating customers on product usage, guiding them through processes, and troubleshooting steps to ensure customer satisfaction and create a WOW experience. Key Responsibilities: - Proactively support customers with prompt, friendly, and accurate solutions through various communication channels - Understand customer success metrics and identify areas for improvement - Troubleshoot technical queries to identify issues and provide complete information and resolution - Collaborate with other departments to address customer needs and enhance overall satisfaction - Educate customers on product usage, guiding them through processes and troubleshooting steps - Ensure customer satisfaction and create a WOW experience Qualifications Required: - 0-3 years of experience in SaaS product support and customer success - Strong communication and interpersonal skills with a focus on timely communications - Strong technical skills to understand and resolve technical problems - Strong analytical skills to identify root causes of problems and adapt tools quickly - Knowledge of using JIRA and basics of social media support - Previous experience in technical support or product support role - Understanding of social media channels and connections About the Company: Our company is dedicated to modernizing customer experience through tools, technologies, and processes to enhance customer engagement and satisfaction. We aim to provide a best-in-class support services experience by continuously improving our support services and meeting customer SLAs while updating tickets in a timely manner. Join us in creating a positive impact on customer support and satisfaction. Job Type: Full-time Benefits: - Health insurance Schedule: - Day shift Work Location: In person As a Customer Support Specialist at our company, you will be responsible for providing proactive, friendly, and accurate solutions to customers through various communication channels such as phone, email, chat, and social media. You will work closely with customers to understand their success metrics, troubleshoot technical queries, and ensure complete information and resolution are provided. Collaboration with other departments to address customer needs and enhance overall satisfaction is key. Your role will involve educating customers on product usage, guiding them through processes, and troubleshooting steps to ensure customer satisfaction and create a WOW experience. Key Responsibilities: - Proactively support customers with prompt, friendly, and accurate solutions through various communication channels - Understand customer success metrics and identify areas for improvement - Troubleshoot technical queries to identify issues and provide complete information and resolution - Collaborate with other departments to address customer needs and enhance overall satisfaction - Educate customers on product usage, guiding them through processes and troubleshooting steps - Ensure customer satisfaction and create a WOW experience Qualifications Required: - 0-3 years of experience in SaaS product support and customer success - Strong communication and interpersonal skills with a focus on timely communications - Strong technical skills to understand and resolve technical problems - Strong analytical skills to identify root causes of problems and adapt tools quickly - Knowledge of using JIRA and basics of social media support - Previous experience in technical support or product support role - Understanding of social media channels and connections About the Company: Our company is dedicated to modernizing customer experience through tools, technologies, and processes to enhance customer engagement and satisfaction. We aim to provide a best-in-class support services experience by continuously improving our support services and meeting customer SLAs while updating tickets in a timely manner. Join us in creating a positive impact on customer support and satisfaction. Job Type: Full-time Benefits: - Health insurance Schedule: - Day shift Work Location: In person
