Support & Operations Specialist

Customer Inquiry Management: Act as the first point of contact for customer inquiries received through various written and oral channels, including chat, call, and email, in alignment with the responsibilities outlined by the Customer Success Managersmunication: Communicate effectively ensuring clarity, professionalism, and empathy in all interactions ETA Sharing: Provide customers with realistic and timely estimates for issue resolution, updating them on progress as necessary to manage expectations effectively Timely Resolution: Prioritize and resolve customer issues within established timeframes, ensuring commitments are met and customers are satisfied with the resolution Information Gathering: Gather relevant information from customers to understand their needs and the nature of their inquiries, asking probing questions as needed to obtain complete information Technical Troubleshooting: Demonstrate proficiency in understanding and troubleshooting technical issues, to provide accurate initial assessments and debugging support Documentation: Document customer interactions, including inquiries, responses, and resolutions, in a clear and organized manner for future reference and analysis Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices to enhance the efficiency and effectiveness of the support operations team, reflecting the commitment to continuous improvement Requirements Strong technical aptitude with the ability to understand and troubleshoot technical issues Excellent written and oral communication skills, with a keen attention to detail Ability to manage multiple tasks and priorities in a fast-paced environment Strong problem-solving skills and a commitment to delivering high-quality customer service Experience with CRM systems and support ticketing platforms is a plus