- Respond to customer queries in a timely and accurate way, via chat
- Identify customer needs and help customers use specific features
- 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
Experience as a Customer Support Specialist or similar CS roleFamiliarity with our industry is preferableExperience using help desk software and remote support toolsUnderstanding of how CRM systems workExcellent communication and problem-solving skillsMulti-tasking abilitiesPatience when handling tough casesBSc in Information Technology or relevant diploma