Customer Support Specialist

As a Customer Support Specialist in our IT Services industry, your primary responsibility will be to respond to customer queries promptly and accurately through various communication channels such as phone, email, and ticketing system. You will also be tasked with identifying customer needs, assisting them in using specific features, and analyzing/reporting product bugs and issues to improve customer experience. Your role will involve updating internal databases with technical issue information, monitoring customer complaints on social media platforms, and reaching out to provide timely assistance. Additionally, you will collaborate with team members to share feature requests, workarounds, and inform customers about new functionalities. It will be essential for you to follow up with customers to ensure resolution of their technical issues, gather feedback, and communicate it effectively to our Product, Sales, and Marketing teams. You will also play a crucial role in training junior Customer Support Representatives to enhance the overall customer support experience. To excel in this role, you should have prior experience as a Customer Support Specialist or in a similar customer service role. Familiarity with our industry will be advantageous, along with proficiency in using help desk software and remote support ticketing systems. A good understanding of CRM systems, excellent communication skills, problem-solving abilities, and the capacity to multitask effectively are key requirements for this position. Having a BSc in Information Technology or a relevant diploma will be an added advantage. Join us in delivering exceptional customer support and contributing to the growth and success of our organization!,