Customer Support Specialist

Customer Support Specialist, Digital Products

This role is crucial for ensuring a high level of customer satisfaction by providing excellent technical support and assistance to users of our digital products and applications.

Title:

Location:

Experience:

About the Role:

Key Responsibilities:

• Customer Issue Resolution:

  Provide timely and effective technical support to customers via multiple channels (e.g., email, chat, phone, support tickets).

• Troubleshooting & Diagnosis:

  Accurately identify, diagnose, and troubleshoot technical issues related to digital products, applications, and their features.

• Product Expertise:

  Develop and maintain a deep understanding of our digital products, their functionalities, common use cases, and underlying technologies.

• Guidance & Education:

  Guide customers through steps to resolve issues, explain product features, and help them maximize their use of our applications.

• Documentation & Knowledge Base:

  Contribute to and update our internal knowledge base and customer-facing FAQs to empower self-service and streamline support processes.

• Issue Escalation:

  Escalate complex technical issues to higher-tier support, engineering, or product teams when necessary, ensuring all relevant information is captured.

• Feedback Collection:

  Gather customer feedback and insights, feeding them back to product development and engineering teams for continuous improvement.

• CRM & Ticketing System Management:

  Accurately log, track, and manage all customer interactions and issues within our CRM or ticketing system (e.g., Zendesk, Salesforce Service Cloud, or custom solutions).

• Customer Relationship Building:

  Foster positive relationships with customers, acting as a friendly and knowledgeable advocate for their needs.

• SLA Adherence:

  Ensure adherence to service level agreements (SLAs) for response and resolution times.

Required Qualifications:

• Bachelor's degree in a relevant field (e.g., Computer Applications, IT, Business, or equivalent practical experience).
• 2-5 years of experience in a customer support, technical support, or helpdesk role.
• Proven experience supporting digital products, web applications, mobile apps, or SaaS solutions.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly and patiently to non-technical users.
• Strong problem-solving and analytical abilities, with a methodical approach to troubleshooting.
• Familiarity with common operating systems (Windows, macOS, Linux basics), web browsers, and mobile platforms (iOS, Android).
• Experience using CRM software and ticketing systems for managing customer interactions.
• Ability to work independently and as part of a team in a fast-paced environment.
• High degree of empathy and a customer-centric mindset.

Preferred Qualifications:

• Experience with SQL queries or basic API testing for troubleshooting.
• Familiarity with Agile development methodologies.
• Experience with live chat or phone support.
• Knowledge of basic networking concepts.

Any additional language proficiency relevant to your customer base.