This is a remote position.
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
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
Requirements
Requirements and skills
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
Benefits
- 401(k) 5% Match
- 401(k) 8% Match
- 401(k) matching
- Adoption assistance
- Caregiver leave
- Flexible schedule
- Flexible spending account
- Food provided
- Health insurance
- Housing allowance
- Paid sick time
- Paid time off
- Prescription drug insurance
- Professional development assistance