Customer Support Specialist-1

Customer Support Specialist

We are seeking a proactive and customer-focused Customer Support Specialist to join our growing Customer Care Support team. This role is responsible for delivering exceptional process and product-related assistance to our business clients, ensuring their satisfaction and success with our solutions. The ideal candidate will have strong communication skills, a problem-solving mindset, and a passion for helping customers thrive.

Key Responsibilities:

Serve as the first point of contact for customers seeking support via phone, email, or chat.

Diagnose and resolve technical issues related to product functionality, use, and technology.

Provide guidance and training to customers on product features, best practices, and troubleshooting.

Collaborate with internal teams (Product, Technical Support, Enablement, Sales) to escalate and resolve complex issues.

Document customer interactions, feedback, and resolutions in the CRM system.

Contribute to the development and maintenance of support documentation and knowledge base articles.

Monitor and manage support tickets to ensure timely resolution and customer satisfaction.

Identify recurring issues and provide insights to improve product usability and customer experience.

Qualifications:

2+ years of experience in customer support, technical support, or a related role in a B2B environment.

Strong understanding of enterprise software, or technical platforms.

Excellent verbal and written communication skills.

Ability to troubleshoot and explain technical concepts to non-technical users.

Experience with CRM and ticketing systems (e.g.Jira, Salesforce).

Strong organizational skills and attention to detail.

Ability to work independently and collaboratively in a fast-paced environment.

REQ12686