The Customer Support Specialist is responsible for providing high-quality technical support and customer service to our clients. This role involves troubleshooting technical issues, offering solutions, and ensuring customer satisfaction. The ideal candidate will have strong a passion for helping others, experience in a contact centre environment and an interest in technology.
Key Responsibilities
* Respond to customer inquiries via phone, email, and social media in a timely and professional manner.
* Diagnose and troubleshoot technical issues with products or services.
* Provide step-by-step guidance to customers to resolve technical problems.
* Escalate complex issues to higher-level support or engineering teams as needed.
* Document customer interactions and technical issues accurately in the CRM system.
* Follow up with customers to ensure issues are fully resolved and customer satisfaction is achieved.
* Collaborate with team members and other departments to improve support processes and customer experiences.
* Stay updated on product knowledge, industry trends, and new features to provide informed support.
* Participate in training sessions and team meetings.
Qualifications
* Proven experience in a customer service or technical support role.
* Strong troubleshooting skills and the ability to quickly learn new technologies.
* Excellent verbal and written communication skills.
* Ability to remain calm and patient when dealing with frustrated customers.
* Strong problem-solving skills and attention to detail.
* Proficiency with CRM software and other support tools.
* Ability to work independently and as part of a team.
* Flexibility to work various shifts, between 8:00 and 18:00 Monday to Friday.
What We Offer
* Competitive salary and benefits package.
* Comprehensive training and ongoing professional development.
* A supportive and collaborative work environment.
Job Type: Full-time
* Free parking
* Life insurance
* On-site parking
* Sick pay
* Work from home
Work Location: Hybrid (4 days in the office, 1 day remote working)
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