Customer Support Representative

We're looking for a friendly, talented, and experienced customer support specialist that can help us provide our customers with an outstanding experience. They'll be able to assist our customers with technical problems when using our products and services.

Customer Support responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator (English) who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities include:
1) Respond to customer queries in a timely and accurate way, via phone, email and chat
2) Identify customer needs and help customers use specific features
3) Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
4) Update tickets with information about technical issues and useful discussions with customers
5) Monitor customer complaints on social media and reach out to provide assistance
6) Share feature requests and effective workarounds with team members
7) Inform customers about new features and functionalities
8) Follow up with customers to ensure their technical issues are resolved
9) Gather customer feedback and share with the team

Requirements
1) Experience as a Customer Support or similar CS role
2) Experience using help desk software and remote support tools (FreshDesk & Slack)
3) Excellent communication and problem-solving skills
4) Multi-tasking abilities
5) Patience when handling tough calls