Role overview

Qualifications

Experience as a Customer Support Specialist or similar CS role
Experience using help desk software and remote support tools
Understanding of how CRM systems work
BSc in Information Technology or relevant diploma

Responsibilities

Respond to customer queries in a timely and accurate way via email, phone, or chat
Identify customer needs and assist customers in using specific features of our products and services
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers

Key facts

Remote from: Anywhere
Full time
Customer Service / Support Representative
English

Hard skills

Hardware Support Microsoft Dynamics CRM Help Desk Support User Feedback Remote Technical Support Social Media Scenario Testing Customer Inquiries Issue Management Help Desk Support Customer Centricity

Other skills

Customer Service
Incident Reporting
Lateral Communication
Mentorship
Communication
Multitasking
Teamwork
Patience
Problem Solving

About the company

bookyourdata.com

Information Services & Data Providers

Bookyourdata.com is an innovative Contact List Builder Tool serving B2B Marketing Databases to its customers. Our customers use the data we provide for their marketing needs and targeted sales. We're the world's first pay-as-you-go b2b prospecting platform with 100M+ contacts and providing services for more than 20k clients so far till 2015. Located in Washington, DC we develop a game changer tool in the industry: now with just a few easy clicks customers are able to search and order contacts for their preferred criteria, and download contact information in no time. Perfect for finding new leads, we serve extremely high qualified, premium contact information from nearly all industries, 15+ levels (including C-levels and Vice Presidents) and across 170+ countries. Contact information includes many fields such as Direct Email Address, Contact Name, Job Level, Job Title, Department, Company Name, Postal Address, Zipcode, State, Country, County, Area Code, Phone Number, Fax Number, Employee and Revenue. Email addresses do not include generic emails such as info@..., support@.. etc. Our database is updated daily from thousands of sources via specific algorithms we developed specifically for this purpose, and human processed (along with auto processing). We work with ISP’s and ESP’s to gather most up to date information. Unlike many data providers in the industry, we provide the “actual data files” to our customers that can be fed directly into CRM software. All our files are guaranteed 95% accuracy rate and when this promise fails, we are happy to provide our customers extra data for free. All these services are offered in extremely affordable prices, such that even startups and small business can purchase a contact list and boost their customer numbers.

Company details

IndustryInformation Services & Data Providers

Company size11 - 50

Links

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Job description

This is a remote position.

Bookyourdata is seeking a Customer Support Specialist to enhance our team's strength in delivering exceptional service experiences. As a Customer Support Specialist, you will be the first line of engagement for customer queries and issues. Your primary focus will be to resolve problems efficiently and to elevate customer satisfaction to its highest level.

Respond to customer queries in a timely and accurate way via email, phone, or chat.
Identify customer needs and assist customers in using specific features of our products and services.
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
Update our internal databases with information about technical issues and useful discussions with customers.
Monitor customer complaints on social media and reach out to provide assistance.
Share feature requests and effective workarounds with team members.
Inform customers about new features and functionalities.
Follow up with customers to ensure their technical issues are resolved.
Gather customer feedback and share it with our Product, Sales, and Marketing teams.
Assist in training junior Customer Support Representatives.

Requirements

Experience as a Customer Support Specialist or similar CS role.
Familiarity with our industry is a plus.
Experience using help desk software and remote support tools.
Understanding of how CRM systems work.
Excellent communication and problem-solving skills.
Patience when handling tough cases.
Multitasking abilities.
BSc in Information Technology or relevant diploma.

Benefits

Competitive salary package with performance-based incentives.
Health, dental, and vision insurance to ensure comprehensive healthcare coverage.
Paid time off and holiday allowances for a well-balanced life.
Professional development and training opportunities to advance your career.
Remote work options to provide flexibility and comfort.
A supportive and energetic work environment with a culture of teamwork.
Access to the latest software and technology tools to stay ahead in the field.
Employee assistance programs focused on mental and emotional well-being.
Regular team events and social hours to foster a sense of community.
Employee discounts on products and services.