Technical Customer Support Specialist

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. 

• 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

• Good communication skills
  
• Good, positive attitude
  
• Good debugging and problem-solving skills
  
• Good IQ
  
• Lots of common sense