Technical Customer Support Specialist

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