Email & Chat Support Specialist

Job Summary: We are seeking a highly motivated and customer-focused Email & Chat Support Specialist to join our growing support team. In this role, you will be the primary point of contact for our customers, providing timely, accurate, and professional assistance through email and live chat channels. Your main objective will be to resolve inquiries, troubleshoot issues, educate users, and ensure a positive and efficient customer experience. If you have exceptional written communication skills, a knack for problem-solving, and a passion for helping others, we encourage you to apply! Key Responsibilities: Customer Interaction: Respond promptly and professionally to customer inquiries, issues, and feedback received via email and live chat platforms. Problem Resolution: Diagnose and troubleshoot customer issues efficiently, providing clear, concise, and step-by-step solutions. Product Knowledge: Develop and maintain a deep understanding of [Company Name]'s products, services, and policies to effectively assist customers. Documentation: Accurately document all customer interactions, resolutions, and relevant details in our CRM system. Escalation: Identify and appropriately escalate complex or unresolved issues to senior support specialists or relevant internal teams (e.g., Technical Support, Sales, Development). Customer Education: Proactively provide information, tutorials, and best practices to help customers maximize their use of our products/services. Feedback & Improvement: Identify trends in customer inquiries and provide feedback to internal teams (e.g., product, marketing) to help improve products, services, and support processes. Efficiency: Manage multiple concurrent chat conversations and email inquiries while maintaining high standards of quality and response times. Adherence to KPIs: Meet or exceed established performance metrics, including response times, resolution rates, and customer satisfaction scores (CSAT). Team Collaboration: Work collaboratively with team members and other departments to ensure a seamless customer experience. Qualifications: Experience: 1-2 years of experience in a customer service or support role, with a strong emphasis on email and/or chat support. Education: High school diploma or equivalent required; Associate's or Bachelor's degree preferred. Communication: Exceptional written communication skills, including impeccable grammar, spelling, and punctuation, with the ability to convey complex information clearly and concisely. Problem-Solving: Strong analytical and problem-solving abilities with a keen eye for detail. Technical Proficiency: Proficiency with CRM software (e.g., Salesforce, Zendesk, HubSpot) and helpdesk ticketing systems. Ability to quickly learn new software and tools. Customer Focus: A genuine passion for helping customers and a strong commitment to delivering excellent service. Empathy & Patience: Ability to empathize with customers, de-escalate frustrated situations, and maintain a calm and professional demeanor. Multitasking: Proven ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Independence: Ability to work independently with minimal supervision and as part of a collaborative team. Availability: Flexibility to work [mention specific shifts, e.g., evenings, weekends, holidays, if applicable]. Preferred Qualifications: Experience in [specific industry, e.g., SaaS, e-commerce, tech support]. Familiarity with [specific product types or technologies relevant to your company]. Experience with a high volume of customer interactions daily. What We Offer: Competitive salary and benefits package. Comprehensive health, dental, and vision insurance. Paid time off (vacation, sick leave, holidays).