Offer summary

Qualifications:

5+ years of experience in customer service, preferably in IT products., Proficient in customer service software and CRM systems., Strong understanding of SaaS-based products and web/mobile app development., Outstanding written and verbal communication skills..

Key responsabilities:

Resolve customer inquiries through chat and email.

Maintain service level agreements and customer retention.

Forward and escalate inquiries to relevant departments.

Contact customers with updates on their inquiries.

Job description

This is a remote position.

Job Role:

We are looking for a Technical Customer Support Specialist who can assist clients with product issues and help to maintain a high customer retention level. This role requires you to support customers through e-mail and chat, and co-ordinate with internal teams to resolve issues. You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise.

Project Role: Technical Customer Support Specialist

Work Experience: 5+ years

Work location: Remote

Must Have Skills: Customer Service & retention, Problem solving.

Roles and Responsibilities

Resolving customer inquiries through chat and email.
Maintain the overall service level agreements.
Forwarding and escalating inquiries to relevant individuals and departments.
Contacting customers to give them accurate feedback on the progress of their inquiries.
Updating customer information as required.
Maintaining confidentiality of the information.
Improve customer retention and acquisition rate.

Profile

Proficient in customer service software, CRM systems, and other relevant tools.
Experience in working for IT product company.
Strong understanding of SaaS-based products, mobile app development and web development.
Outstanding communication skills, both written and verbal.

Desired Candidate Profile