Support Specialist
15 hours ago
At Joblogic, we pride ourselves on being a leading provider of service management software, helping field service businesses around the world streamline their operations and improve customer satisfaction.
Job SummaryWe are currently seeking a highly motivated Product Support Specialist to join our growing team. As a key member of our customer success department, you will be responsible for providing top-notch support to our customers, resolving technical and non-technical issues with our platform.
Key Responsibilities- Customer Support: Provide exceptional support to customers via phone, email, or live web chats, resolving technical and non-technical issues with our platform.
- Problem-Solving: Utilize your analytical skills to identify and resolve customer issues efficiently.
- Escalation Management: Effectively manage customer escalations in accordance with agreed SLAs and support agreements.
- Customer Engagement: Foster strong relationships with customers to ensure high levels of satisfaction and retention.
- Bespoke Solutions: Develop tailored solutions to meet individual customer needs, ensuring their satisfaction and loyalty.
- Communication: Present complex technical information to non-technical audiences, ensuring seamless understanding and adoption of our platform.
- Tracking and Monitoring: Accurately track and monitor customer interactions, ensuring timely and efficient issue resolution.
- Quality Control: Conduct regular quality control checks to ensure accurate and efficient issue resolution.
- Collaboration: Work closely with cross-functional teams to resolve customer issues and improve overall customer satisfaction.
- Experience: Minimum of 2 years of experience in a similar role, preferably within the service management industry.
- Ticket Tracking: Proven experience with ticket tracking tools such as Zendesk, Oracle, Salesforce, or Tracker.
- Screen Sharing: Familiarity with screen sharing software such as Zoom, AnyDesk, Teams, or LogMeIn.
- LIVE CHAT: Experience with live chat tools like Intercom will be preferred.
- Helpdesk/Support: Previous helpdesk or support experience with a proven ability to de-escalate and troubleshoot product-related issues.
- Translation: Ability to translate technical solutions to customers in a non-technical and easy-to-follow manner.
- International Work Experience: International work or project experience in countries such as the USA, UK, Canada, or others.
- Communication Skills: Excellent verbal and written communication skills, native language proficiency required.
- Interpersonal Skills: Strong interpersonal skills with the ability to build rapport with customers and colleagues.
- Eagerness to Learn: Eagerness to learn and develop new skills to improve job performance.
- MS Office: Working knowledge of Microsoft Office (Excel, Word, PowerPoint, etc.).
- Prioritization: Ability to prioritize tasks based on business and customer demands.
- Teamwork: Strong teamwork and collaboration skills with the ability to work effectively with other departments.
- Technical Experience: Experience with SQL and development work.
- Jira Experience: Familiarity with Jira software.
- Quality Control Experience: Experience with quality control processes.
- Customer Queries Audit: Experience with auditing customer queries.
- Team Member Coaching Sessions: Experience conducting coaching sessions with team members.
- Professional Environment: A professional and dynamic work environment.
- Insurance Benefits: Comprehensive life insurance and medical insurance benefits for employees and their families.
- Flexible Hours: Flexible working hours with a maximum of 45 hours per week.
- Company Trip: Annual company trip to reward employees' hard work and dedication.
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