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. 

• 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