Customer Support Specialist

The role involves being responsible for application installation and ensuring uptime at the client's side. You will be required to respond to client queries promptly and accurately, whether via phone, email, or chat. It is crucial to identify client needs and assist them in utilizing specific features effectively. You will also be expected to analyze and report product malfunctions by conducting tests or simulating user experiences. Updating internal databases with technical issue information and insightful customer conversations is part of the job. Monitoring client complaints on social media platforms and proactively providing assistance is vital. Sharing feature requests and effective solutions with team members as well as informing clients about new features and functionalities are essential responsibilities. Following up with clients to confirm the resolution of technical issues and gathering client feedback to be shared with the Product, Sales, and Marketing teams are key aspects of the role. Additionally, assisting in training junior Customer Support Representatives is also a part of this position. The ideal candidate should have prior experience as a Customer Support Specialist or in a similar customer service role. The ability to effectively communicate with clients, analyze problems, and collaborate with team members is crucial for success in this role.,