Customer Support Specialist

Role Overview: As a Customer Support Specialist at our IT Services company based in Indore, MP, India, you will be responsible for responding to customer queries promptly and accurately through various channels such as phone, email, and ticketing system. Your role will involve identifying customer needs, assisting them in using specific features, analyzing and reporting product bugs, issues, and errors, updating internal databases, and monitoring customer complaints on social media. Additionally, you will share feature requests, new functionalities, and effective workarounds with team members, follow up with customers to ensure resolution of technical issues, and gather customer feedback to share with Product, Sales, and Marketing teams. Your contribution in training junior Customer Support Representatives will also be valued. Key Responsibilities: - Respond to customer queries through phone, email, and ticketing system - Identify customer needs and assist in using specific features - Analyze and report product bugs, issues, and errors - Update internal databases with technical issue information and customer discussions - Monitor customer complaints on social media and provide assistance - Share feature requests and effective workarounds with team - Inform customers about new features and functionalities - Follow up with customers to ensure resolution of technical issues - Gather customer feedback and share with Product, Sales, and Marketing teams - Assist in training junior Customer Support Representatives Qualifications Required: - Experience as a Customer Support Specialist or similar CS role - Familiarity with the IT industry is a plus - Experience using help desk software and remote support ticketing systems - Understanding of CRM systems - Excellent communication and problem-solving skills - Ability to multitask - Patience in handling tough cases - BSc in Information Technology or relevant diploma (Note: Additional details about the company were not provided in the job description.),