Customer Support Specialist Job Description Template
Our company is looking for a Customer Support Specialist to join our team.
Responsibilities:
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users);
- Inform customers about new features and functionalities;
- Keep records of all conversations in our call center database in a comprehensible way;
- Complete work assignments accurately, on-time, collaboratively and with a strong focus on customer satisfaction;
- A love of vehicles and desire to work with them;
- Act as an advocate for the customer within scope of company policies and procedures;
- Ability to multi-task, set priorities and manage time effectively;
- Perform remote troubleshooting through diagnostic techniques and pertinent questions;
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives;
- Navigate Adobe Premiere and FCPX workflow questions;
- Communicate with the product and engineering teams regarding customer feedback;
- Develop expertise for Flare hardware and software so that you can quickly solve basic technical issues for customers;
- Host one-on-one sessions with new customers to provide guidance as deemed necessary by the Implementation Team;
- Follow up with internal teams on client issues as needed.
Requirements:
- You have exceptional verbal and written communication skills;
- Experience using help desk software and remote support tools;
- Excellent communication (written and oral) and interpersonal skills;
- Must possess be able to demonstrate strong influencing and customer satisfaction skills;
- Ability to work 9 AM – 6 PM EST;
- Customer service experience;
- Excellent customer service skills;
- Ability to work in a fast-paced, high call volume environment;
- Upon being hired, applicants would need to provide proof of being authorized to legally work in the United States;
- 1+ years of experience working in customer service;
- Ability to quickly learn and understand large product lines, technologies and expertly explain the benefits;
- You love technology and understand how it’s best used;
- 4 year BA/BS degree;
- You love technology and understand how it’s best used;
- Strong organizational skills.