As a Customer Support Specialist, you play a crucial role in ensuring our clients have a seamless and positive experience with our product. You will be responsible for addressing customer operational inquiries, solving issues, escalating them where appropriate while seeking exceptional customer satisfaction.
This is a position in the afternoon shift to give Support to our Customers based in US time zones (Monday to Thursday 14h to 22h, Friday from 14h to 20:30h).
Your main responsibilities include:
- Responding to customer inquiries via CRM system (Jira)
- Providing operational support according to to their inquiries and concerns.
- Collaborating with the rest of the teams to escalate and resolve advanced technical issues.
- Develop a deep understanding of the company's products and services. Be able to articulate product features, benefits, and usage effectively to assist customers.
- Identifying and escalating emerging customer concerns or trends to improve the product and customer experience.
- Communicate clearly and professionally with customers, ensuring a positive experience. Use active listening skills to understand their needs and concerns.
- Gather feedback from customers and internal users and provide valuable insights to the product development team for continuous improvement.
- Assisting in the creation and maintenance of self-service resources such as knowledge base articles, FAQs, and tutorials.
Requirements
- High level of English both spoken and written. Excellent verbal and written communication skills.
- Proficient in using customer support software, CRM systems (Jira and Salesforce) and other relevant tools.
- Able to understand the company's products and services, as well as the ability to stay updated on new features and updates.
- Strong analytical and problem-solving skills to diagnose and resolve customer issues efficiently. Proactive attitude towards identifying and resolving customer issues.
- Acknowledge red flags and escalate them as required
- Show empathy and understanding towards customers' concerns, ensuring they feel valued and heard.
- Demonstrate patience when dealing with frustrated or irate customers, and maintain a calm and composed demeanor.
- Strong interpersonal skills and the ability to work well in a team.
- Time management and organizational skills to prioritize and handle multiple customer inquiries simultaneously.
- Adaptability to handle high-pressure situations and a fast-paced work environment.
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Red Points
Red Points is a solution to recover digital revenue, fighting counterfeits, piracy, impersonation, and distribution abuse for over 1,000 companies.
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