Customer Support Specialist

hace 7 días


Bogotá, Bogotá D.E., Colombia Sur A tiempo completo
Customer Support Specialist

We are seeking a skilled Customer Support Specialist to join our team at Sur. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers, ensuring their technical issues are resolved efficiently and effectively.

Key Responsibilities
  • Respond to customer inquiries in a timely and accurate manner, via phone, email, or chat
  • Identify customer needs and provide solutions to help them use our products and services
  • Analyze and report product malfunctions, including 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 provide assistance
  • 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
  • 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


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