Customer Service Specialist

The Customer Service Specialist will be responsible for providing technical support and assistance to customers experiencing issues with our products or services.

Responsibilities:

• Provide technical support and assistance to customers via phone, email, or chat to resolve issues related to products or services.
• Troubleshoot technical issues reported by customers, diagnose the root cause of the problem and provide appropriate solutions or workarounds.
• Guide customers through step-by-step troubleshooting procedures and provide clear instructions to resolve technical issues independently.
• Document customer interactions, including issue details, troubleshooting steps, and resolution outcomes, accurately and thoroughly in a CRM system.
• Escalate complex technical issues to higher-level support teams or internal departments for further investigation and resolution as needed.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify recurring technical issues and propose solutions to improve product quality and customer satisfaction.
• Provide feedback and suggestions for process improvements to enhance the customer support experience and streamline technical support workflows.
• Follow up with customers to ensure that technical issues are resolved to their satisfaction and provide additional assistance or support as needed.

Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree in information technology, computer science, or related field preferred.
• Proven experience in a customer service or technical support role
• Strong technical skills and proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to customers of varying technical backgrounds.
• Patience, empathy, and a customer-centric mindset with a commitment to providing exceptional customer service.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Detail-oriented with a high level of accuracy in documenting customer interactions and technical issues.
• Familiarity with customer relationship management (CRM) software and technical support tools is preferred.
• Flexibility to work shifts, including evenings, weekends, and holidays, as needed.

The Customer Service Specialist opportunity is used to fill high-volume roles or frequently hired positions to be used for future openings. By filling out an application you are joining our LiveMarket, where you have the opportunity to be matched with openings that are the right fit for you. The responsibilities and requirements of each role vary by opportunity. Our team will help guide you on how to best showcase your skills and match you to the right opportunity for you!