Customer Support Specialist

Job Description

Customer support specialistsassist customers with inquiries or concerns related to a companys products or services. In addition, they inform customers about specifications and features for an improved customer experience. They may also work with sales teams to ensure a smooth transition to ownership.Responsibilities
• Respond to customer queries in a timely and accurate way, via phone, email or 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
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Keyskills :
handlingadaptabilityfeedbackmanagementcustomeraccountscommunicationcomplaintslisteningassiststeamcustomersmaintainimprovingsolvingoverallempathysatisfactionthewithcollectingcollaboratingproblemsactiveanalyzing