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, chat, and Voice support (Google Meet call) 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.

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  Resolving customer inquiries through chat, email and voice support (Google Meet calls).
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  Maintain the overall service level agreements within the organization and with the customers.
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  Collaborate with cross-functional teams (product, tech, QA) to troubleshoot complex issues and ensure customer satisfaction.
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  Contacting customers to give them accurate feedback on the progress of their inquiries.
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  Maintaining confidentiality of the information.
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  Improve customer retention and acquisition rate.
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  Stay updated with new product features and enhancements.
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  Document common issues and solutions to build a robust knowledge base and improve overall support efficiency.
  
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  Identify recurring problems and suggest process or product improvements.

Profile

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

Desired Candidate Profile

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