customer support specialist

Job Title: Customer Support Specialist

Location: Remote
Department: Customer Service / Support
Reports To: Customer Support Manager

Job Summary:

We are looking for a detail-oriented and empathetic Customer Support Specialist to join our team. The ideal candidate will be responsible for assisting customers with inquiries, resolving issues efficiently, and ensuring a positive customer experience through exceptional service and communication.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems.

• Diagnose and resolve product or service issues in a timely manner.

• Maintain a high level of product knowledge to provide accurate and effective support.

• Escalate complex issues to higher-level support or technical teams as needed.

• Document customer interactions, feedback, and resolutions in the CRM system.

• Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.

• Collaborate with internal teams (sales, technical, product) to improve customer experience.

• Identify recurring customer issues and suggest process improvements.

• Meet or exceed individual and team performance metrics (response time, CSAT, resolution rate, etc.).

Required Qualifications:

• Bachelor's degree in Business, Communication, or a related field (or equivalent experience).

• 1–3 years of experience in a customer support, helpdesk, or client service role.

• Excellent verbal and written communication skills.

• Strong problem-solving and multitasking abilities.

• Proficiency with CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce, Intercom).

• Ability to remain calm and professional under pressure.

• Customer-first attitude with high emotional intelligence and empathy.

Preferred Qualifications:

• Experience supporting SaaS or technology-based products.

• Familiarity with IT troubleshooting or basic technical support.

• Multilingual abilities are a plus.

Key Competencies:

• Communication and active listening

• Patience and empathy

• Analytical thinking and attention to detail

• Team collaboration

• Time management and adaptability

Work Environment:

• Hybrid or remote work options available

• Shift flexibility may be required depending on customer location/time zones