Customer Support Associate (225-1010)

We are seeking a dedicated and enthusiastic Customer Support Associate to join our dynamic support team. As a Customer Support Associate, you will be the first point of contact for our valued customers, providing professional and quality assistance, answering inquiries, resolving issues, and maintaining high customer satisfaction. You will work closely with various departments to ensure our customers receive prompt and comprehensive information and support. Your role will be pivotal in building and sustaining positive customer relationships, which are vital to the growth and reputation of our company. If you have excellent communication skills, a passion for customer service, and a knack for problem-solving, then this is the perfect opportunity for you.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely manner.
• Maintain a thorough understanding of our products and services to assist customers effectively.
• Resolve customer complaints and issues with patience and sensitivity, ensuring customer satisfaction.
• Document and track customer interactions and troubleshooting steps in our CRM system.
• Collaborate with team members and other departments to resolve customer issues efficiently.
• Identify and escalate priority issues to the appropriate teams as needed.
• Provide feedback to management on recurrent customer issues to improve service standards.
• Assist in updating help documentation and resources to improve customer support processes.
• Monitor customer complaints and provide recommendations for service improvement.
• Participate in team meetings and training sessions to enhance support skills and knowledge.
• Foster a positive and friendly relationship with customers to encourage repeat business.
• Stay updated with product or service changes and enhancements to provide accurate information.

Requirements

• Proven experience in a customer support or customer service role is preferred.
• Excellent communication and interpersonal skills, both verbal and written.
• Strong problem-solving abilities with attention to detail and accuracy.
• Ability to remain calm and empathetic when dealing with challenging customers.
• Proficient with CRM software and customer support tools, such as Zendesk or Salesforce.
• Ability to multitask and effectively manage time in a fast-paced environment.
• High school diploma is required; a bachelor's degree is a plus.