Technical Customer Support Representative
1 week ago
As a Chat Support Executive, you will be the first point of contact for our customers via email or chat.
- Timely and accurate response to customer queries is crucial in this role.
- You will need to identify customer needs and provide assistance on using specific features.
- An essential part of your job will be to update internal databases with information about technical issues and valuable discussions with customers.
- You will also share feature requests and effective workarounds with team members.
- A further responsibility will be to inform customers about new features and functionalities.
- Following up with customers to ensure their technical issues are resolved is vital.
- Gathering customer feedback and sharing it with our Product, Sales, or Marketing teams is also an important task.
- Finally, you may be required to assist in training junior Customer Support Representatives.
The ideal candidate should have:
- Experience as a Customer Support Specialist or similar CS role.
- Prior experience using help desk software and remote support tools is necessary.
- An understanding of CRM systems is expected.
- Excellent communication and problem-solving skills are must-haves.
- Multitasking abilities are also essential.
- Patience when handling tough cases is a requirement.
- Familiarity with the industry is advantageous but not necessary.
- Customer Query Resolution
- Feature Requests and Workarounds
- Database Updates
- Customer Feedback
- Customer Support Experience
- Help Desk Software Familiarity
- CRM System Understanding
- Communication Skills
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