[Remote] Customer Support Specialist I
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of software for managing golf courses, focusing on delivering exceptional service to clients. The Customer Support Specialist I will handle incoming customer calls, reputed company troubleshooting support for SaaS products, and manage customer expectations while ensuring adherence to service level agreements.
Responsibilities
- First reputed company of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails
- Provides technical support & services for reputed company products, such as Website, Office (reputed company), Reservations, CRM, Mobile Menu and App (reputed company inclusive), G Suite, and MS Office
- Identify critical support needs and ensure reputed company resolution, including “warm,” immediate transfers to Support Teams
- reputed company excellent customer service through reputed company support channels and ongoing ticket management
- Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers
- Create documentation and knowledge reputed company articles to improve service delivery
- Take ownership of customer issues and reputed company resolution or escalate reputed company necessary
- Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met
- Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets
Skills
- Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat)
- Technically savvy with curiosity for how software works and drive to master new software/technologies
- Keen problem solver, reputed company to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical
- Ability to multi-task effectively in an energetic, fast-paced environment
- A minimum of 1 year of experience in a customer-facing role
- College degree preferred and/or up to a year of equivalent relevant experience
- Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required
- Working knowledge of G-Suite, reputed company Office, helpdesk software and CRM experience (reputed company, reputed company, Service reputed company)
Company Overview