Customer Support Specialist
Central

Job Responsibilities:

Job Scope

  • Provide expert assistance to customers
  • Efficiently isolate customer issues to data or product and follow through resolution coordination with internal teams (product management, internet technologies, etc.
  • Prioritize and solve complex product issues based on established processes and workflows, escalating as necessary
  • Assist customers to enhance their product knowledge and create efficiencies in their roles (e.g., product shortcuts, online training)
  • Strong communication skills required to respond to customer requests via telephone calls and email.
  • Document, track, and monitor client inquiries and issues in a detailed manner to ensure a timely resolution
  • Capture feedback from customers on how to improve the Products and drive their optimal usage.
  • Collaborate with other members of the Client Services team to analyze and respond to customer inquiries
  • Acquire and maintain up to date Product knowledge necessary to provide accurate solutions to customer's issue
  • Contribute unique issues and resolutions to knowledge base
  • Contribute to feedback and documentation regarding product defects and enhancement requests

Requirements

  • Associate or Bachelors degree in Information Technology, Business, or communications

  • Advanced computer skills in Microsoft Office, Internet Explorer, Microsoft Windows and Outlook. Experience with help desk software is a plus
  • Intensely service driven individual with significant proven work experience in a customer service environment
  • Experience in providing positive customer experiences as well as effective verbal/written communication skills to explain issues and resolutions to customer’s with different levels of Product Knowledge
  • Experience in dealing with multiple contacts from different geographical areas.
  • Excellent organizational skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities.
  • Previous work experience in supporting an online, SaaS or software Product

Requirements

  • Qualification: Degree
  • Years Exp: 0
  • Location: Central
  • Full Time, Permanent

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