Offer summary

Qualifications:

1-3 years of experience in technical customer support., Strong understanding of SaaS, mobile, and web development products., Excellent communication skills, both written and verbal., Proficiency with customer service software and CRM systems..

Key responsibilities:

Assist clients via email, chat, and voice support to resolve product issues.

Coordinate with internal teams to troubleshoot and resolve complex problems.

Maintain high customer satisfaction and retention levels.

Document issues and solutions to improve support processes.

Job description

This is a remote position.

Job Role:

We are looking for a Technical Customer Support Specialist who can assist clients with product issues and help to maintain a high customer retention level. This role requires you to support customers through e-mail, chat, and Voice support (Google Meet call) and co-ordinate with internal teams to resolve issues. You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise.

Project Role: Technical Customer Support Specialist

Work Experience: 1-3 years

Work location: Remote

Must Have Skills: Attention to detail, Customer Service & retention, Problem solving.

Roles and Responsibilities

Resolving customer inquiries through chat, email and voice support (Google Meet calls).
Maintain the overall service level agreements within the organization and with the customers.
Collaborate with cross-functional teams (product, tech, QA) to troubleshoot complex issues and ensure customer satisfaction.
Contacting customers to give them accurate feedback on the progress of their inquiries.
Maintaining confidentiality of the information.
Improve customer retention and acquisition rate.
Stay updated with new product features and enhancements.
Document common issues and solutions to build a robust knowledge base and improve overall support efficiency.
Identify recurring problems and suggest process or product improvements.

Profile

Proficient in customer service software, CRM systems, and other relevant tools.
Experience in working for IT product company.
Strong understanding of SaaS-based products, mobile app development and web development.
Outstanding communication skills, both written and verbal.

Desired Candidate Profile