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
