Customer Service Specialist
Skills
About This Role
Job Summary
We are seeking a customer-focused and technically skilled Customer Support Executive to provide high-quality support to our customers.
The ideal candidate will have experience in troubleshooting technical issues, handling customer queries, and delivering timely resolutions while maintaining excellent customer satisfaction.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner
- Diagnose and troubleshoot technical issues related to products or services
- Provide step-by-step guidance to customers to resolve technical problems
- Escalate complex issues to the relevant technical teams when required
- Maintain accurate records of customer interactions, issues, and resolutions
- Follow up with customers to ensure issues are fully resolved
- Collaborate with internal teams (engineering, product, operations) to improve service quality
- Assist in creating knowledge base articles and FAQs for common issues
- Ensure adherence to service level agreements (SLAs) and company policies
Required Skills & Qualifications
- Bachelor’s degree in any discipline (Technical background preferred)
- Proven experience in Customer Support or Technical Support role
- Strong troubleshooting and problem-solving skills
- Basic understanding of software, systems, or relevant technical products
- Excellent verbal and written communication skills
- Ability to handle customer complaints with patience and professionalism
- Familiarity with CRM tools (e.g., Zendesk, Salesforce, Freshdesk) is a plus
- Ability to work in shifts and manage multiple tasks efficiently
- Experience in SaaS, IT support, or technical helpdesk environment preferred.
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