Customer Support Specialist

Overall Purpose: To provide live chat, phone and email customer service support to our target customers on Safe Space.

We are looking for 1 x Customer Support Specialist (Shift Rotation) to assist our target customers (general consumers, corporates and therapists) with technical problems when using our products and services.

Customer Support Specialist 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 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


Script writing
Support process creation with product team
Respond to customer queries in a timely and accurate way (under 5 minutes), via email, live chat or phone support.
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams in summary report
Assist in training junior Customer Support Representatives (if needed)



Skills / Experience


Essential:
Experience as a Customer Support Specialist or similar CS role
Experience using help desk software and remote support tools e.g Intercom, Zendesk
Understanding of how CRM systems work
Familiarity with our industry is a plus
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases

Working Conditions
Remote work
8 hours daily, 5 days a week (Mon-Fri)
Shift rotations: 9am-6pm SGT (DAY), 3pm - 11pm SGT (NIGHT), 11pm-7am (GRAVEYARD)

Benefit
Health insurance provided after probation period.


Required Equipment
Desktop computer or Laptop
Strong Internet Connection
Telephone connection (Smartphone)