Remote customer support specialist
我们正在寻找远程客户支持专家，帮助我们的客户在使用产品和服务时遇到技术问题。客户支持专门的责任包括解决客户查询，建议解决方案并通过功能指导产品用户。要成功地担任这个角色，你应该是一个优秀的沟通者，能够赢得客户的信任。你还应该熟悉辅助桌软件。最终，你将有助于建立我们作为一家提供出色的客户支持的所有销售和售后过程中的公司的声誉。及时和准确地通过电话，电子邮件或聊天响应客户的询问识别客户需求并帮助客户使用特定功能分析和报告产品故障 （例如测试不同的场景或假装用户）更新我们的内部数据库有关技术问题和与客户进行有用讨论监控客户在社交媒体上抱怨并联系提供援助 与团队成员分享功能请求和有效解决方案通知客户关于新功能和功能跟踪客户以确保他们的技术问题得到解决 收集客户反，与我们的产品，销售和营销团队分享帮助培训年轻的客户支持代表需求作为客户支持专家或类似的 CS 角色经验熟悉我们的行业是加上使用辅助桌软件和远程支持工具的经验了解 CRM 系统的工作方式优秀沟通和解决问题的技能多任务能力处理艰难案件时耐心 原始地发布在喜马拉雅山
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We are looking for a Remote Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
To be successful in this role, you should be an excellent communicator who's able to earn our clients trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
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 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
Originally posted on Himalayas