Technical Customer Support Specialist

Job Description

REQUIREMENTS

• Proficient in customer service software, CRM systems, and other relevant tools.
• Experience in working for IT product company.
• Strong understanding of SaaS-based products, mobile app development and web development.
• Outstanding communication skills, both written and verbal.

RESPONSIBILITIES

• Resolving customer inquiries through chat, email and voice support (Google Meet calls).
• Maintain the overall service level agreements within the organization and with the customers.
• Collaborate with cross-functional teams (product, tech, QA) to troubleshoot complex issues and ensure customer satisfaction.
• Contacting customers to give them accurate feedback on the progress of their inquiries.
• Maintaining confidentiality of the information.
• Improve customer retention and acquisition rate.
• Stay updated with new product features and enhancements.
• Document common issues and solutions to build a robust knowledge base and improve overall support efficiency.
• Identify recurring problems and suggest process or product improvements.

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