Customer Support Specialist in Trivandrum | ITJOBCELL

CUSTOMER SUPPORT SPECIALIST
  • 0 Applied
  • 9
  • Trivandrum
  • 2 - 0 Years
  • Not disclosed
  • Today
Job Description
Brief Description The Role: Customer Support Specialist We are looking for an empathetic and highly motivated Customer Support Specialist to be the face of our company to our users. You will be responsible for providing timely, accurate, and professional assistance, ensuring our customers have a positive and successful experience with our product/service. Key Responsibilities 1. Customer Interaction & Resolution ? Respond promptly to customer inquiries via multiple channels, including email, chat, phone, and social media. ? Diagnose and troubleshoot basic to complex product issues, providing clear, step-by-step guidance and solutions to customers. ? Display patience and empathy in all interactions, effectively managing frustrated customers and turning negative experiences into positive ones. ? Document, track, and monitor problems to ensure timely resolution and follow-up. 2. Knowledge & Documentation ? Maintain expert knowledge of our product features, functionality, and common issues, staying current with all updates and new releases. ? Contribute to the Customer Knowledge Base by creating, updating, and reviewing help articles, FAQs, and internal documentation. ? Identify recurring issues and trends, and escalate complex or high-priority technical problems to Tier 2 Support or Engineering teams when necessary. 3. Process Improvement & Advocacy ? Act as the voice of the customer by gathering and communicating feedback to Product, Engineering, and Sales teams to inform product development and operational improvements. ? Meet or exceed established performance metrics, such as First Response Time (FRT), Customer Satisfaction (CSAT), and Resolution Time (RT). ? Participate in team meetings and training sessions to continuously improve support processes and skills.
Skills
Preferred Skills Skills & Experience ? 2 years of experience in a customer-facing support role (e.g., Technical Support, Help Desk, Customer Service). ? Exceptional written and verbal communication skills in English. ? Strong technical aptitude and the ability to quickly learn new software, troubleshoot applications, and explain technical concepts to non-technical users. ? Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment. ? Experience working with Customer Relationship Management (CRM) and ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk). Desired Attributes ? A genuine desire to help people and a positive, can-do attitude. ? Highly organized and detail-oriented approach to case management and follow-up. ? Ability to work independently as well as collaboratively within a team.

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