Customer Support Specialist

Company located in Chester is seeking a Customer Support Specialist for a direct-hire position. The role’s responsibilities include resolving customer queries, recommending solutions and providing service to serve as the customer advocate. To be successful in this role, you should be an excellent communicator who is able to earn the clients’ trust. You should also be familiar with various software, in MS Office, CRMs and ERP platforms. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures. The role will focus on a specific customer base that involves our automated and semi-automated business units. This is an on-site position. The hours are 8am to 5pm – Monday through Friday. A Bachelor's Degree or an Associate's Degree is required.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat

• Identify customer needs and help customers use specific features

• Analyze and report troubled case

• Update the internal databases with information about issues and useful discussions with customers

• Monitor customer complaints and reach out to help and resolve issues

• Share feature requests and effective workarounds with team members

• Inform customers about key company information and updates

• Follow up with customers to ensure their issues are resolved

• Assist in training

• Work closely with cross functional teams, including project management and procurement

Qualifications:

• Experience as a Customer Support Specialist or similar CS role

• Five years’ experience in a related role

• Experience using help desk software and remote support tools

• Understanding of how CRM systems work

• Excellent communication and problem-solving skills

• Multi-tasking abilities

• Patience when handling difficult cases

• Degree in business administration, operations, or communications