Customer Service Representative / Tech Support

Respond to customer inquiries, concerns, and requests via email promptly and professionally. Craft clear and concise responses that address customer issues and provide solutions. Ensure all email communications adhere to company guidelines and policies. Identify and troubleshoot customer problems or concerns, working towards timely and satisfactory resolutions. Collaborate with other departments or teams to resolve complex issues that may require additional expertise. Ensure a positive customer experience by addressing concerns with empathy and professionalism.

Contacting leads from a list to explain a company's product or service Answering preliminary questions from leads Scheduling consultations between sales staff and prospective clients Making outbound calls to generate sales

Engage with customers in real-time through chat platforms, providing assistance, information, and solutions to their inquiries. Maintain professional and friendly communication to enhance the overall customer experience. Identify and troubleshoot customer problems or concerns through chat, working towards prompt and satisfactory resolutions. Collaborate with other departments or teams to resolve complex issues that may require additional expertise. Develop and maintain a comprehensive understanding of the company's products or services to provide accurate and helpful information to customers. Stay updated on product updates, features, and policies.

Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support.

Coordinated with Level 1 technical support specialists to take over calls outside their level of support. Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length. Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. Onboarded and trained all incoming junior tech support specialists.