Support Advisor (225-702)

As a Support Advisor, you will play a crucial role in ensuring that our clients receive exceptional support and guidance through every step of their customer journey. Our ideal candidate is someone who is passionate about helping others and capable of addressing complex issues with tact and professionalism. You will be the friendly and knowledgeable voice our customers turn to when they need assistance, whether it concerns a product inquiry, a technical issue, or a question about a policy. Furthermore, you will be responsible for coordinating with various departments to ensure that customer issues are resolved promptly and effectively. Join our dynamic and customer-focused team to provide top-notch support and ensure customer satisfaction at all times.

Responsibilities

• Respond swiftly to customer inquiries via email, phone, and live chat.
• Analyze and resolve customer issues effectively and with courtesy.
• Maintain ongoing communication with clients to ensure satisfaction.
• Record and track customer interactions in our CRM software.
• Collaborate with technical support team for intricate issue resolution.
• Provide customers with information about products and services.
• Proactively identify and report any patterns or recurring issues.
• Support in developing customer service protocols and guidelines.
• Participate in team meetings and training to enhance support skills.
• Offer suggestions for product and process improvements based on customer feedback.
• Follow up on unresolved customer inquiries to ensure resolution.
• Assist with onboarding and training new customer support representatives.

Requirements

• Previous experience in a customer service or support role preferred.
• Excellent verbal and written communication skills are a must.
• Ability to multitask and prioritize effectively under pressure.
• Proficiency in using customer relationship management (CRM) software.
• Strong conflict resolution and problem-solving abilities required.
• Patience and a positive attitude when dealing with clients.
• Willingness to work flexible hours, including weekends if necessary.