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Customer Support Specialist
Skills
Software As A ServiceTrainingContextCustomer ExperienceCustomer Relationship ManagementE-DiscoveryHubspot
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1+ years of experience in customer support client services or technical support
- Excellent written and verbal communication skills
- Strong troubleshooting instincts
- Ability to quickly learn new software tools and workflows
- Comfortable managing multiple open requests and reprioritizing on the fly
- Available to work 8:00 AM - 5:00 PM PST Monday-Friday
Nice to have
- Over-communicative
- Curious problem solver
- Clear calm explainer
- Strong follow-through
- Queue management
- Variety energized
Day to day
- Respond to client inquiries via email chat and phone with clarity and care
- Troubleshoot and resolve issues guiding clients through solutions step by step
- Investigate and reproduce reported issues to understand root cause before escalating
- Gather the right context and escalate technical or product issues with clean documentation
- Manage and prioritize incoming requests to meet response and resolution expectations
- Handle escalated situations with professionalism and a steady hand
- Cover the client emergency line
- Spot patterns in recurring issues and surface insights to help improve the product and client experience
- Lead client training sessions as needed
- Collaborate with product engineering and operations to close the loop on complex issues