customer support specialist

Ova Technologies

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

Apply

Vacancy posted 4 days ago

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