As a Customer Support Specialist at Convo, you will be a key player in delivering exceptional service to our valued customers. Your primary focus will be to provide timely and effective solutions to customer inquiries, ensuring their satisfaction and success with our products and services. Serving as the frontline contact, you will play a crucial role in building and nurturing positive customer relationships, understanding their needs, and resolving issues. You will report to the Director of Customer Support and collaborate closely with cross-functional teams, including Marketing, Sales, and Success to contribute to the overall success and growth of our customer base.

Responsibilities:
Promptly and professionally respond to customer inquiries through various channels, including email, phone, live chat, and other available channels.
Identify and resolve customer questions, concerns, and issues effectively and efficiently.
Collaborate with other teams or departments to ensure prompt resolution of complex problems.
Maintain a deep understanding of the company’s products and services to provide accurate information and support to customers.
Offer technical support by troubleshooting and providing step-by-step guidance to support customers in resolving their technical issues.
Educate customers on how to use our products and services.
Identify opportunities for upselling or cross-selling based on customer's needs.
Create and update documentation, FAQs, and tutorials to support customers in self-service.
Document customer feedback and share it with relevant teams to contribute to improvements.
Maintain detailed records of customer interactions, comments, and complaints.
Be flexible and adaptable to handle a variety of tasks and responsibilities.
Assist with marketing-related activities and special projects as assigned.

Skills and qualifications:
Ability to understand and empathize with customer needs and concerns.
Basic technical knowledge to support customers with troubleshooting and technical support issues.
Strong analytical and problem-solving skills to identify and resolve customer issues.
Attention to detail in documenting customer interactions and resolutions.
Ability to work independently and thrive in a fast-paced, dynamic work environment.
Willingness to collaborate with other departments to resolve customer issues.
Excellent communication skills, both ASL and written, interpersonal, and active listening skills tailored to customers from different demographics.
Experience in using HubSpot or similar customer relationship management (CRM) software systems.
Effective time management including the ability to handle multiple customer inquiries simultaneously, organize, and prioritize.
Comprehensive knowledge of computer software and hardware, covering desktops, laptops, mobile and network devices, as well as peripherals.
Fluency in American Sign Language and familiarity with Deaf culture is a plus.