Customer Support Specialist
FMX
Customer Support Specialist
Are you passionate about building strong rapport with customers and learning technical skills? Do you have a knack for problem solving? Do you enjoy working with software to create impactful solutions for end-users? Are you looking to make a splash as part of a small but growing team? If you answered "Yes'' to all those questions, then we're looking for you!
The Customer Support Specialist plays a key role on the Customer Success team, otherwise known as FMX's secret weapon. We stand out in the industry due to our world-class customer support, which has earned us a 98% customer satisfaction rating! Customer Support Specialists are FMX product experts and act as the frontline support for all customer questions and technical issues. In this role, you'll manage a high volume of inbound support tickets, phone calls, live chat messages, and specialized customer projects and also provide product support for our implementation and retention teams. You'll be expected to take initiative, meet project deadlines, and provide timely responses to customer inquiries. You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way.
You can expect to dedicate 75% of your time to supporting our customers, 15% investigating product-related issues, and 10% providing assistance to the implementation and retention teams.
Responsibilities: As a Customer Support Specialist, you will:
- Manage a high volume of inbound support tickets, phone calls, and live chat messages
- Answer product-related questions and inquiries in great detail
- Investigate, troubleshoot, document, and resolve technical issues
- Adhere to customer support SLAs for response and resolution times
- Coordinate and lead end-user training sessions
- Fulfill FMX site configuration projects and adhere to completion timelines
- Maintain a high-level of customer satisfaction through professional and courteous service
- Provide product support for the implementation and retention teams as needed
- Develop internal and customer-facing documentation
- Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow
Vacancy posted 1 day ago
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