Customer Support Executive:
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 provide assistance
· Share feature requests and effective work around 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 Customer Support Representatives
Requirements:
· 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