
Customer Service Professional
5 days ago
A Customer-Facing Role with a Technical Twist
This is an exciting opportunity to join our Data Services team as a Technical Support Specialist. As the first point of contact for customer inquiries, you will play a crucial role in ensuring timely, professional, and effective support. Your technical expertise and communication skills will be essential in troubleshooting issues, providing assistance, and enhancing customer satisfaction through proactive communication and problem-solving.
Main Responsibilities:
- Customer Support & Communication:
- Serve as the primary point of contact for customer inquiries via phone, email, or ticketing systems.
- Deliver prompt, courteous, and effective assistance, ensuring high levels of customer satisfaction.
- Provide clear, accurate, and comprehensive responses to both technical and non-technical questions.
- Technical Troubleshooting & Escalation:
- Guide customers through troubleshooting procedures to resolve technical issues.
- Conduct research and analysis within our data services platform to diagnose problems.
- Escalate more complex or unresolved issues to senior support staff when necessary.
- Administrative & Operational Support:
- Assist the customer support team with various administrative tasks such as data entry, documentation, and report generation.
- Manage and respond to incoming support and feature requests using an integrated CRM/support system.
- Coordinate with the MLS data compliance team to ensure efficient handling of support queries.
- Customer Experience & Quality Assurance:
- Drive improvements in customer experience and contribute to increasing our Net Promoter Score (NPS).
- Monitor support trends and provide feedback for process improvement and enhanced service delivery.
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