Customer Support Specialist

Responsibilities Actively address customer inquiries, updates, and support issues via phone, email, and remote virtual meetings. Serve as an expert across multiple products to promptly identify solutions for customer requests, routing tasks within project management software and across departments to ensure efficient and high-quality project execution. Provide technical support and remote troubleshooting that helps resolve hardware, software, and/or network issues. Ensure end users’ software and hardware are performing and continue to perform correctly. Perform quality assurance of delivered work: proofread, review functionality and design, and test technology prior to confirming resolution with clients. Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution. Provide other assistance as needed in support of the company’s efforts to maintain strong, long‑lasting, and mutually beneficial relationships with clients. Qualifications Exceptional written and verbal communication skills: explain complex technical issues in a clear, concise, and easy‑to‑understand way. Time management and organization skills: prioritize and manage your time effectively to ensure prompt resolution. Critical thinking and problem‑solving skills: analyze the customer’s issue, ask the right questions, and think through a solution. Customer empathy: remain patient, with a positive attitude, and focus on providing a helpful, supportive experience. Technical troubleshooting: diagnose and resolve a wide range of issues, including hardware, software, and network problems. Product knowledge: become an expert on all of the company’s products to effectively guide customers and identify solutions. Familiarity with support software: proficiency with customer relationship management (CRM) and ticket management systems like Salesforce or Zendesk is a significant plus. Quality assurance: test and review a solution before confirming it with a client. Generative AI: AI assistants and automation platforms to enhance personal and team productivity. Comfortable with supervising AI‑generated outputs, ensuring accuracy in reports, communications, and logistical planning. Adaptability: learn new information quickly and adjust with new information. The tech landscape and product information can change quickly. Teamwork: work independently while collaborating with other departments, routing tasks, and working together to ensure a smooth resolution for the customer. #J-18808-Ljbffr