Customer Support Specialist

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Responsibilities

  • Respond to user queries in a timely and accurate way via email and chat
  • Identify user needs and help them use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with users
  • Monitor user complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform users about new features and functionalities
  • Follow up with users to ensure their technical issues are resolved
  • Gather user feedback and share with the rest of the team

Skills

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with tech is a plus
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • BSc in Information Technology or relevant diploma

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