The Technical Customer Support Specialist assists clients with product issues, maintains customer relationships, resolves inquiries through communication platforms, and collaborates with internal teams.
This is a remote position.
Job Role:
We are looking for a Technical Customer Support Specialist who can assist clients with product issues and help to maintain a high customer retention level. This role requires you to support customers through e-mail, chat, and Voice support (Google Meet call) and co-ordinate with internal teams to resolve issues. You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise.
Project Role: Technical Customer Support Specialist
Work Experience: 1-3 years
Work location: Remote
Must Have Skills: Attention to detail, Customer Service & retention, Problem solving.
Roles and Responsibilities
- Resolving customer inquiries through chat, email and voice support (Google Meet calls).
- Maintain the overall service level agreements within the organization and with the customers.
- Collaborate with cross-functional teams (product, tech, QA) to troubleshoot complex issues and ensure customer satisfaction.
- Contacting customers to give them accurate feedback on the progress of their inquiries.
- Maintaining confidentiality of the information.
- Improve customer retention and acquisition rate.
- Stay updated with new product features and enhancements.
- Document common issues and solutions to build a robust knowledge base and improve overall support efficiency.
- Identify recurring problems and suggest process or product improvements.
Profile
- Proficient in customer service software, CRM systems, and other relevant tools.
- Experience in working for IT product company.
- Strong understanding of SaaS-based products, mobile app development and web development.
- Outstanding communication skills, both written and verbal.
Desired Candidate Profile
- Good communication skills
- Good, positive attitude
- Good debugging and problem-solving skills
- Good IQ
- Lots of common sense
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