Customer Support Specialist
Skills
Constructive FeedbackCustomer ExperienceCustomer SatisfactionCustomer SupportDocumentationTicketing SystemsTroubleshooting
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 12+ months of experience in Customer Support preferably in SaaS enterprise software.
- Strong ability to explain complex technical concepts to diverse audiences.
- Proven capability in using product documentation and knowledge bases effectively.
- Excellent communication skills with compassion and empathy towards customers.
- Experience in escalating complex technical issues to higher level support teams.
Nice to have
- RESTful APIs
- Javascript
- Python
- Technical Troubleshooting
- Open-source support
- Zendesk
- Shopify
- Magento
- Salesforce
Day to day
- Assist customers by answering product and technical queries via web and email.
- Offer proactive support by anticipating customer needs beyond just answering questions.
- Contribute to internal and external support documentation and keep customers updated on their queries.
- Engage in professional and empathetic dialogues with customers for troubleshooting and information gathering.
- Collaborate with the wider Support team to enhance service processes and customer experience.