Customer Support Specialist-1

Customer Support Specialist

We are seeking a proactive and customer-focused Customer Support Specialist to join our growing Customer Care Support team. This role is responsible for delivering exceptional process and product-related assistance to our business clients, ensuring their satisfaction and success with our solutions. The ideal candidate will have strong communication skills, a problem-solving mindset, and a passion for helping customers thrive.

***This is a full-time, permanent position requiring US working hours (10:00 PM – 7:00 AM PH time, Monday to Friday).***

Key Responsibilities:

• Serve as the first point of contact for customers seeking support via phone, email, or chat.
• Diagnose and resolve technical issues related to product functionality, use, and technology.
• Provide guidance and training to customers on product features, best practices, and troubleshooting.
• Collaborate with internal teams (Product, Technical Support, Enablement, Sales) to escalate and resolve complex issues.
• Document customer interactions, feedback, and resolutions in the CRM system.
• Contribute to the development and maintenance of support documentation and knowledge base articles.
• Monitor and manage support tickets to ensure timely resolution and customer satisfaction.
• Identify recurring issues and provide insights to improve product usability and customer experience.

Qualifications:

• 2+ years of experience in customer support, technical support, or a related role in a B2B environment.
• Strong understanding of enterprise software, or technical platforms.
• Excellent verbal and written communication skills.
• Ability to troubleshoot and explain technical concepts to non-technical users.
• Experience with CRM and ticketing systems (e.g.Jira, Salesforce).
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.