Technical Customer Support Specialist

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