Customer Support Specialist

We are looking for a Customer Support Specialist who takes ownership of customer issues and ensures timely, accurate, and empathetic resolution. This role requires strong communication skills, attention to detail, and the ability to work across teams to deliver a smooth customer experience.

Key Responsibilities

• Act as the first point of contact for customer queries via email, chat, or phone
• Understand customer issues clearly and provide effective resolutions
• Troubleshoot product or service-related problems and guide customers step by step
• Escalate complex issues to relevant internal teams with complete context
• Track, document, and follow up on customer tickets to closure
• Maintain accurate records in CRM or ticketing systems
• Share recurring customer issues and feedback with product and operations teams
• Follow defined support processes, SLAs, and quality standards
• Contribute to knowledge base articles and internal documentation

Required Skills & Experience

• 2+ years of experience in customer support, helpdesk, or client-facing roles
• Strong verbal and written communication skills
• Ability to explain solutions clearly to non-technical users
• Strong problem-solving and listening skills
• Experience using ticketing tools (Zendesk, Freshdesk, Jira Service Desk, etc.)
• Comfortable working in fast-paced environments with multiple priorities