Customer Support Specialist

As Customer Support Specialists, we respond to customer queries via phone, email, or chat. We identify customer needs and help customers use specific features. Analyzing and reporting product malfunctions is also our responsibility. We assist customers with technical problems when using the company's products and services. We recommend solutions and guide product users through features and functionalities.

Core tasks:

• liaise with colleagues and find the best solutions to customers’ issues
• document all customer interactions with the support team
• use spreadsheets and customer relationship management software to track customer care metrics
• attend workshops and meetings as required
• update internal databases with information about technical issues
• check customer complaints on social media and reach out to provide help
• share feature requests with team members
• inform customers about new features and functionalities
• follow up with customers to ensure resolution of their technical issues
• gather customer feedback and share with Sales, Product, and Marketing teams
• help in training junior Customer Support Representatives