Customer Support Specialist-International Voice Process(Inbound)

Job Description

Summary

As a Customer Support Specialist, you will be the frontline representative of our company, delivering exceptional service to our valued customers.

Your responsibilities encompass addressing inquiries, resolving issues, and ensuring overall customer satisfaction, all while providing a white-glove customer experience. Utilize your excellent communication skills to interact with customers through various channels, including phone and email. Collaborate seamlessly with cross-functional teams to troubleshoot and escalate complex issues when necessary.

Uphold our commitment to delivering outstanding support, contributing to a positive customer experience. Stay well-informed about our products and services, ensuring accurate information and effective solutions.

Duties and responsibilities:

• Responsible for the initial intake, triage, and management of inbound communications during your shift, ensuring adherence to SLA requirements.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Respond to customer inquiries promptly regarding training questions, concerns, or issues.
• Collaborate with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions.
• Communicate clearly and effectively, both verbally and in writing, to convey information and instructions to customers and internal teams.
• Diagnose issues and create detailed documentation for Jira tickets and escalations, offering effective troubleshooting solutions.
• Maintain detailed records of customer interactions and issue resolutions in Salesforce.
• Gather and document customer feedback to identify trends and areas for improvement.
• Educate customers on product features, usage, and best practices to enhance their overall experience by identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Collaborate with other departments, such as Sales, Product Development, and Marketing, to share customer insights and contribute to overall business improvement.
• Demonstrate flexibility and adaptability in responding to evolving customer needs and changing priorities.
• Meet or exceed performance metrics related to customer satisfaction, response time, and issues.
• Actively participate in ongoing training and professional development to enhance skills and knowledge.
• Familiarize yourself with new products and features as they are introduced.
• Perform other duties as assigned.

Minimum Qualifications:

• A minimum of 3 years of Customer Success experience
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Comfortable using multiple systems at once while interacting with customers.
• Excellent interpersonal skills and ability to work cross-functionally.
• Positive and customer-focused attitude, with a commitment to providing excellent service.
• Excellent verbal and written communication skills
• Demonstrated empathy and patience when dealing with customer concerns.
• Eagerness to learn and adapt to new processes and product updates.

Preferred Qualifications

• Strong problem-solving skills with the ability to think on your feet and provide effective solutions.
• Advanced computer skills and familiarity with customer support software, Salesforce, JIRA, Zoom Phone
• Strong attention to detail to accurately document customer interactions and issues.
• Positive and customer-focused attitude, with a commitment to providing excellent service.

Additional Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Ability to lift up to 15 pounds at a time.
• A quiet workspace, ergonomic chair, and desk
• High-speed internet from a reliable provider
• Speak on a headset with the phone while typing using a computer.