Customer Support Representative (225-731)

As a Customer Support Representative, you will play a crucial role in ensuring our customers have a seamless and positive experience with our products and services. You will be the first point of contact for customers, addressing inquiries, resolving issues, and providing guidance on how to best use our offerings. We are looking for someone who is passionate about helping others, has excellent communication skills, and is capable of handling different situations with empathy and professionalism. If you are a proactive problem-solver who thrives in a fast-paced environment, we'd love to have you join our team and help us uphold our commitment to outstanding customer satisfaction.

Responsibilities

• Respond promptly to customer inquiries through various channels including phone and email.
• Provide accurate, valid, and complete information utilizing available resources.
• Identify and assess customers’ needs to achieve satisfaction and exceed expectations.
• Handle customer complaints, provide solutions, and follow up to ensure resolution.
• Document interactions and maintain detailed records of customer feedback.
• Stay informed about product updates and changes to provide accurate information.
• Collaborate with team members to improve customer service procedures and standards.
• Engage with clients in a friendly manner while actively listening to their concerns.
• Ensure customer satisfaction and escalate issues as needed for quick resolution.
• Meet personal and team targets for customer satisfaction and service metrics.
• Continuously improve through feedback and actively seek self-improvement opportunities.
• Participate in training and development to maintain up-to-date product knowledge.

Requirements

• High school diploma or equivalent; higher education is a plus.
• Proven customer support experience or experience in a client-facing role.
• Strong communication and interpersonal skills, both verbal and written.
• Familiarity with CRM systems and practices to maintain detailed customer records.
• Ability to remain patient and focused when interacting with frustrated customers.
• Problem-solving abilities with a customer-oriented attitude towards providing solutions.
• Proficiency with basic computer applications and ability to learn new software quickly.