Your mission
Joining our team as a Customer Support Specialist, your mission is to ensure our customers receive top-notch support and achieve success with our products and services. You’ll directly engage with customers, addressing inquiries, resolving issues promptly, and guiding them to become more self-sufficient users of our platform. Your role is pivotal in enhancing the overall customer experience and fostering long-term relationships. The following tasks will be part of your new role:
- Respond to customer inquiries via phone, email, and live chat, ensuring timely and professional resolutions.
- Troubleshoot and resolve customer issues and complaints, utilizing the ticketing system for efficient tracking and follow-up.
- Provide detailed guidance to customers, especially focusing on enhancing their self-sufficiency in using our customer portal.
- Conduct diligent follow-ups with customers to ensure satisfaction and complete resolution of issues.
- Collect and relay customer feedback to drive product and service enhancements.
- Maintain comprehensive records of customer interactions and feedback for future analysis.
- Collaborate with various teams including operations, business development managers, and customer project engineers to handle post-purchase complaints and coordination.
- Efficiently manage ongoing production issues post-order confirmation and forward them to the appropriate departments.