Job Summary:

The Support Staff interacts with the company’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service.

Duties/Responsibilities:

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.

Education and Experience:

• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service to which the specialist will be assigned preferred.