Customer Support Specialist Job Description Template
Our company is looking for a Customer Support Specialist to join our team.
Responsibilities:
- Update our internal databases with information about technical issues and useful discussions with customers;
- Identify customer needs and help customers use specific features;
- Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone;
- Follow up with customers to ensure their technical issues are resolved;
- Share feature requests and effective workarounds with team members;
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users);
- Manage weekly status calls with our customers;
- Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends;
- Gather customer feedback and share with our Product, Sales and Marketing teams;
- Inform customers about new features and functionalities.
Requirements:
- SQL or PostGres skills is a plus;
- Experience as a Customer Support Specialist or similar CS role;
- Excellent communication and problem-solving skills;
- Patience when handling tough cases;
- Ability to quickly analyze and understand complex technical issues and break them down into smaller workpackages;
- Understanding of how CRM systems work;
- Experience using help desk software (JIRA) and remote support tools;
- Ability to multi-task;
- BSc in Information Technology or relevant diploma is a plus;
- Familiarity in the software industry is a plus.