Customer Support Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• Excellent customer service attitude
• Team player
• Demonstrated verbal and written communication skills
• Time Management and problem-solving skills
• Attention to detail and ability to collect and document detailed information regarding customer issues
• Ability to listen intently and understand underlying concerns
• Ability to empathize and relate to customers
• Ability to navigate any question or issue and direct customer to the right person or team to assist
• Demonstrated ability to maintain self-control while defusing stressful customer situations (High EQ)
• Ability to multi-task between varied support channels, effectively and professionally communicating with the customer based upon their desired channel (i.e. phone, live chat, email)
• Project Management, technical aptitude, and analytical skills a plus

RESPONSIBILITIES

• Act as first point of contact for POR customers (Phone, email, chat)
• Respond to customer requests for assistance
• Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards
• Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
• Provide timely follow-up to customers and an exceptional support experience
• Provide thorough and complete case notes and documentation of customer issues
• Prioritize incoming issues and route to the appropriate resources for resolution

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