Position Purpose :

The Customer Support Specialist is responsible for engaging with customers on behalf of the company. They will assist customers with technical problems when using our products and services. Responsibilities include resolving customer concerns, recommending solutions and guiding product users through features and functionalities. In this role you must be an excellent communicator who’s able to earn trust with our clients. Ultimately, the Customer Support Specialist will help establish our reputation as a company that offers excellent customer support for all sales and after-sales issues and inquiries.

Responsibilities

Responsibilities include but are not limited to:

• Communicate with client in enthusiastic, professional and friendly manner. (Displaying an “I am here to help” attitude)
• Be an enthusiastic product expert.
• Provide introductory information to new customers.
• Communicate the value of our products.
• Assist with new client set up.
• Answer phone calls and emails from customers in a timely manner.
• Follow up with clients to check that they’re satisfied with purchases.
• Let clients know about additional products or services.
• Determine the quickest, most effective way to answer a client’s questions.
• Manage customer complaints from initial call to resolution.
• Escalate queries and concerns to Supervisor as needed.
• Collaborate with the Operations team to troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to our internal partners and translating their business needs into client solutions.
• Be an active participant in Customer Service meetings.
• Analyze payment history/notes and communicate account information to client.
• Check all information for accuracy before submitting requests to other departments/management.
• Be responsible for meeting metrics/KPIs; the emphasis will be placed on overall account performance, retention, and feature adoption.
• Maintain strict privacy and confidentiality.
• Other duties as assigned.

Experience & Qualifications

Required

• MINIMUM 2 years of technical and customer support experience
• Excellent time management and prioritization skills
• Extroverted, positive and social personality

Education

College degree

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods of answering phone calls with the use of a headset.
• Must be able to lift up to 25 pounds.