Job description

This is a remote position.

A Customer Support Executive is responsible for providing excellent customer service and support to resolve inquiries, concerns, and issues from customers. They serve as a direct point of contact between the company and its customers, aiming to enhance customer satisfaction and loyalty.

Customer Interaction:

Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels
Address customer complaints, concerns, and requests with patience and empathy.
Product/Service Knowledge:
Develop a deep understanding of the company's products or services to provide accurate and helpful information to customers
Educate customers on product features, benefits, and usage.

Issue Resolution:

Identify and assess customer issues, troubleshoot problems, and provide solutions or guidance.
Escalate complex or unresolved issues to higher-level support or management as needed.

Documentation:

Maintain detailed records of customer interactions, including inquiries, resolutions, and feedback.
Use customer relationship management (CRM) systems to log and track support tickets and customer data.

Communication Skills:

Communicate effectively and professionally, both verbally and in writing.
Ensure clear and concise explanations to customers.

Customer Feedback:

Collect and relay customer feedback and suggestions to improve products, services, or processes.

Training and Development:

Stay up-to-date with product/service knowledge through training and self-study.
Attend regular training sessions to enhance customer support skills.

Team Collaboration:

Collaborate with team members and other departments to resolve customer issues efficiently.
Share knowledge and best practices with colleagues.

Metrics and Targets:

Meet or exceed performance metrics, such as response times, resolution rates, and customer satisfaction scores.

Requirements

High school diploma or equivalent; some roles may require a bachelor's degree.
Excellent communication skills, both verbal and written.
Empathetic and patient demeanor when dealing with customers.
Problem-solving and critical-thinking abilities.
Familiarity with customer support software and CRM systems is a plus.
Ability to work in a fast-paced and dynamic environment.
Time management skills to handle multiple inquiries efficiently.
Flexibility to work shifts, including evenings, weekend's, and holidays, if required.
Available to work as per EST Time Zone 9:00am - 5:00pm