customer support specialist

Job Title: Customer Support Specialist

Location: Remote

Department: Customer Service / Support

Reports To: Customer Support Manager

Job Summary

We are looking for a detail-oriented and empathetic Customer Support Specialist to join our team. The ideal candidate will be responsible for assisting customers with inquiries, resolving issues efficiently, and ensuring a positive customer experience through exceptional service and communication.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems.
• Diagnose and resolve product or service issues in a timely manner.
• Maintain a high level of product knowledge to provide accurate and effective support.
• Escalate complex issues to higher-level support or technical teams as needed.
• Document customer interactions, feedback, and resolutions in the CRM system.
• Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
• Collaborate with internal teams (sales, technical, product) to improve customer experience.
• Identify recurring customer issues and suggest process improvements.
• Meet or exceed individual and team performance metrics (response time, CSAT, resolution rate, etc.).
  
  

Required Qualifications

• Bachelor's degree in Business, Communication, or a related field (or equivalent experience).
• 13 years of experience in a customer support, helpdesk, or client service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency with CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce, Intercom).
• Ability to remain calm and professional under pressure.
• Customer-first attitude with high emotional intelligence and empathy.
  
  

Preferred Qualifications

• Experience supporting SaaS or technology-based products.
• Familiarity with IT troubleshooting or basic technical support.
• Multilingual abilities are a plus.
  
  

Key Competencies

• Communication and active listening
• Patience and empathy
• Analytical thinking and attention to detail
• Team collaboration
• Time management and adaptability
  
  

Work Environment

• Hybrid or remote work options available
• Shift flexibility may be required depending on customer location/time zones