Customer Support Specialist

We are looking for a Customer Support Specialist with 2-3 years of experience to provide exceptional service to our customers. You will be the first point of contact for customer inquiries, resolving issues efficiently while delivering a positive customer experience. The ideal candidate is tech-savvy, empathetic, and skilled at troubleshooting customer concerns across various communication channels.

• Respond to customer inquiries via email, phone, live chat, and social media.
• Troubleshoot and resolve customer issues in a timely and professional manner.
• Provide product and service information to customers.
• Escalate complex issues to the appropriate team while ensuring timely resolution.
• Maintain detailed and accurate records of customer interactions in CRM systems.
• Identify customer needs and provide proactive solutions.
• Collaborate with internal teams to improve customer experience and resolve technical issues.
• Assist in creating and updating FAQs, knowledge base articles, and support documentation.
• Collect customer feedback to help improve products and services.

Required Skills & Qualifications:

• 2-3 years of experience in customer support, helpdesk, or a related role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills with a customer-first mindset.
• Experience using customer support tools like Zendesk, Freshdesk, HubSpot, or Salesforce.
• Ability to multitask and manage multiple customer interactions efficiently.
• Tech-savvy with basic troubleshooting skills.
• Strong organizational and time management skills.
• Ability to stay calm and professional under pressure.

Preferred Qualifications (Nice-to-Have):

• Experience in a SaaS or tech-related support role.
• Familiarity with CRM systems and ticketing tools.
• Knowledge of multiple languages (if applicable).
• Basic understanding of troubleshooting software or network-related issues.