Customer Service Champion

1 week ago

Peshawar City Tehsil, Pakistan beBeeCustomerSupport Full time $55,000 - $70,000

About the Role

We are seeking a talented and detail-oriented Customer Support Specialist to join our team. As a key member of our customer-facing department, you will play a critical part in delivering exceptional service to our clients.

The ideal candidate will have a strong understanding of technical support principles and be able to troubleshoot complex issues with ease. You will be responsible for handling technical support inquiries via email, chat, and phone, ensuring timely resolution and maintaining clear and concise documentation within our CRM system.

Key Responsibilities:

  • Customer Support & Issue Resolution
    • Respond promptly and accurately to customer inquiries and technical issues, providing detailed solutions and explanations.
    • Troubleshoot and resolve technical problems related to our products and services, working closely with internal teams to escalate and resolve complex issues.
    • Maintain accurate records of customer interactions and resolutions, adhering to established Service Level Agreements (SLAs).
    • Act as the primary point of contact between clients and internal teams, facilitating seamless communication and issue resolution.
  • Process Improvement & Client Experience
    • Identify recurring customer issues and collaborate with cross-functional teams to develop effective solutions.
    • Analyze and update support processes to enhance efficiency and customer satisfaction, gathering and reporting customer feedback to inform product improvements.
  • Collaboration & Communication
    • Work closely with our North American Customer Success team to ensure a consistent and high-quality client experience.
    • Communicate effectively with clients, providing regular updates and solutions on technical issues and product queries.
    • Participate in regular team meetings to stay informed on ongoing client needs and support initiatives.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum 3 years of experience in a customer support role, with a strong understanding of relevant tools and technologies.
  • Experience working in SaaS-based environments is strongly preferred.
  • Strong problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Familiarity with CRM tools such as Salesforce.com, Intercom, or similar platforms.

Preferred Qualifications

  • Experience working with North American clients in a support or technical troubleshooting capacity.
  • Familiarity with advertising technology or SaaS-based products.
  • Experience providing technical support for B2B clients and working in a fast-paced environment.

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