Customer Support Specialist

About the Role

Customer Support Specialist

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or ticketing systems in a timely and professional manner.
• Troubleshoot product or service issues and provide effective solutions.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Escalate complex issues to the appropriate internal teams and follow up until resolution.
• Gather customer feedback and share insights with product and operations teams.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Meet performance targets for response time, resolution rate, and customer satisfaction.
• Assist in creating help articles, FAQs, and user guides to enhance customer self-service.

Required Skills & Qualifications

• Bachelor’s degree in

  Business Administration, Communication, or a related field

  (preferred).
• Excellent

  communication, listening, and problem-solving

  skills.
• Proficiency in

  CRM software

  (e.g., Zendesk, Freshdesk, HubSpot, or Salesforce Service Cloud).
• Ability to handle multiple queries simultaneously and remain calm under pressure.
• Strong written and verbal English (additional languages are a plus).

Preferred Skills

• Experience supporting

  SaaS, e-commerce, or technology products

  .
• Familiarity with

  ticketing systems, live chat, and call center tools

  .
• Knowledge of

  basic technical troubleshooting

  .
• Customer-centric mindset and attention to detail.