Responsibilities
· Respond to customer queries in a timely and accurate way, via phone, email, or chat
· Identify customer needs and help customers 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 customers
· Monitor customer complaints on social media and reach out to help
· Share feature requests and effective workarounds with team members
· Inform customers about new features and functionalities
· Follow up with customers to ensure their technical issues are resolved
· Gather customer feedback and share with our Product, Sales and Marketing teams
· Assist in training junior Customer Support Representatives
Requirements
· Strong written communication
· Good communicator and diligent
· good cultural wise and Strong English
· Experience as a Customer Support Specialist or similar CS role
· Familiarity with our industry is a plus
· Experience using help desk software and remote support tools
· 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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