Customer Support Specialist

The Role

We are looking for a Customer Support Specialist to assist our customers with technical problems and other general concerns when using our products and services. 

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, guiding product users through features and functionalities, and other associated duties. To be successful in this role, you should be a self-starter and an excellent communicator who’s able to earn our clients’ trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support.

What You’ll Do

• Respond to customer queries in a timely and accurate way, via email and chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Liaise with other team members for technical issues
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Provide an excellent level of customer support
• Complete any other duties as associated with customer support

Who You Are

• Proven work experience in Customer Support or similar CS role
• Experience using help desk software and remote support tools
• Excellent English communication and problem-solving skills
• Strong technical skills
• Multi-tasking abilities
• Highly collaborative
• Patience when handling tough cases
• Familiarity with our industry is a plus 
• Start up experience is preferred
• Willing to work mid shift (12PM - 9PM)