Customer Support Specialist

About the role:

The Customer Support Specialist provides technical and product-related assistance to SiFi's customers, resolving issues and ensuring they can effectively use the company's products and services. This role requires strong technical aptitude, problem-solving skills, and excellent communication abilities.

Key Responsibilities:

● Respond to customer inquiries regarding issues and product functionality via various channels (phone, email, chat).

● Diagnose and resolve support issues related to SiFi's platform and services.

● Provide step-by-step guidance to customers on using product features and troubleshooting common issues.

● Document all customer interactions and technical solutions accurately in the support knowledge base and CRM system.

● Escalate complex technical issues to the engineering or product teams as needed.

● Follow up with customers to ensure their technical issues have been resolved and they are satisfied.

● Stay up-to-date with SiFi's product updates and technical specifications.

● Provide excellent customer service and maintain a professional demeanor.

Requirements

●Bachelor's degree or equivalent experience.

● Proven experience (1+ year) in a support role, preferably in the B2B software or FinTech industry.

● Strong technical aptitude and problem-solving skills.