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:
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.).
- 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.
- Experience supporting SaaS or technology-based products.
- Familiarity with IT troubleshooting or basic technical support.
- Multilingual abilities are a plus.
- Communication and active listening
- Patience and empathy
- Analytical thinking and attention to detail
- Team collaboration
- Time management and adaptability
- Hybrid or remote work options available
- Shift flexibility may be required depending on customer location/time zones
Vacancy posted 1 day ago
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