We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
• Product Technical Support Specialist is a member of the product specialist team, which provides technical expertise to the Service delivery teams.
• Respond quickly and effectively to request for assistance from Service team members and supporting service operations.
• Maintain a high level of knowledge on the products, data, and markets supported.
• Take ownership of escalated issues and manage product/service outages.
• Identifying customer needs and helping customers use specific features
·Responding to customer queries in a timely and accurate way, via phone or email.
·Update our internal databases with information about technical issues and useful discussions with customers
·Follow up with customers to ensure their technical issues are resolved
·Other responsibilities and projects as assigned
- Experience as a Customer Support Specialist or similar Customer Service role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases