Job description
This is a remote position.
Job Role:
We are looking for aTechnical Customer Support Specialistwho 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
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.