Remote Customer Support Spec I

Summary

The Customer Support Specialist (CSS) is responsible for handling customer issues, answering product questions, collaborating with other teams, and maintaining efficient communication with customers. They are expected to be highly customer-focused, adaptable, driven, and have proven experience in a customer-interacting role.

Requirements

• Highly customer focused; shows a real passion for the customer experience and customer support industry
• Driven, self-starter, enthusiastic and with an ‘ownership’ mentality
• Adaptable and ability to thrive in a fast-paced, ever-evolving environment
• Proven experience in a customer-interacting role
• Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written
• Excellent English language skills, written and verbal. Additional languages are an advantage

Responsibilities

• Answers customer support requests via telephone, ticket or web promptly to enhance the customer experience
• Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs
• Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests
• Accurately records and logs interactions with customers and updates account information and are able to retrieve this information to create reports for management
• Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment
• Works with Customer Experience management to maintain best practices for efficient communications with customers
• Addresses customer questions about new products or services
• Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence
• Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn

Preferred Qualifications

• Enthusiast; strong work ethic with a positive mindset, and can-do attitude
• Influencing and negotiation skills
• Experience with JIRA software is desired