Ambitious Customer Support Specialist

3 days ago

Gujrat, Punjab, Pakistan beBeeExceptional Full time $65,000 - $85,000

As a pioneering leader in workforce management solutions, we are dedicated to cultivating a diverse and inclusive team environment.

With over 30 years of experience, we have helped organizations engage their people with flexible, mobile timekeeping and workforce management solutions that meet complex needs in timekeeping, employee scheduling, leave management, and other workforce solutions.

Job Summary:
  • Provide exceptional customer support via Live Chat, Email, and Phone, ensuring timely and effective resolution of customer inquiries.
  • Work closely with Sales, Success, and Product teams to become a support specialist for thousands of new and existing businesses, fostering strong relationships and delivering personalized support.

Key Responsibilities:

Customer Engagement:

  • Diligently comprehend and diagnose customers' needs, providing tailored solutions to drive customer success and advocacy.
  • Engage in customer success initiatives, promoting a culture of customer-centricity and continuous improvement.

Support Delivery:

  • Monitor, prioritize, and respond to all support requests received, ensuring prompt and professional communication with customers via phone, email, and chat.
  • Utilize instructional methods to ensure effective delivery of support, empowering customers to achieve their goals.

Customer Escalations:

  • Manage customer escalations in accordance with SLAs and support agreements, demonstrating a commitment to excellence and customer satisfaction.

Training and Development:

  • Develop and deliver training programs to ensure effective delivery of support, leveraging expertise to enhance customer knowledge and skills.
  • Collaborate with customers to understand their needs and develop targeted training solutions.

Adaptability:

  • Quickly adapt to and learn new product enhancements, incorporating them into training resources to ensure ongoing relevance and effectiveness.

Requirements:

  • Prior experience with B2B support and/or client management, with a proven track record of delivering exceptional customer experiences.
  • Clear and concise communication skills, both oral and written, with the ability to articulate complex ideas in a clear and concise manner.
  • Excellent judgment skills to evaluate situations and provide immediate solutions, demonstrating a high degree of professionalism and integrity.
  • Ability to work shifts covering US timings (night shifts), with flexibility to adapt to changing business needs.
  • Ability to work under pressure and in a cross-functional environment, prioritizing tasks and managing multiple projects simultaneously.
  • Collaborative team player, with a positive attitude and a 'can-do' outlook.
  • Effective prioritization, multitasking, and time management skills, with a focus on delivering high-quality results in a fast-paced environment.
  • Technical proficiency, including understanding hardware and SaaS applications in depth, with a passion for staying up-to-date with emerging technologies.

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