Customer Support Specialist
July 21
Description
• As a Customer Support Specialist, you'll be our customers' first point of contact, responsible for delivering an excellent customer support experience • Responding to customer queries in a timely and accurate manner via live chat or email • Identifying customer needs and assisting them in using specific product features • Analyzing and reporting product malfunctions • Escalating technical issues to the appropriate team • Collaborating with sales and success teams to prioritize customer queries • Engaging with product and technical teams to discuss technical issues • Testing new features and improvements and providing feedback • Informing customers about new product features and functionalities • Keeping the FAQ section updated with the latest information • Working with 3rd party service providers to resolve issues • Following up with customers to ensure satisfactory resolutions • Monitoring customer complaints on social media • Sharing feature requests and effective workarounds with team members • Gathering customer feedback and sharing it with our teams • Establishing and maintaining support metrics.
Requirements
• Excellent English • 2+ years of experience in a similar position • Ability to work flexible hours overlapping with EU/US time zones • Familiarity with expense management software and data extraction is a plus • Experience using help desk software and remote support tools (jira, hubspot, calendly, Intercom, Slack, Teams) • Understanding of CRM systems.
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