Customer Support Specialist
3 days ago
At Threecolts, we strive to provide an exceptional customer experience by connecting our customers with expert support. As a Customer Support Specialist, you will play a vital role in ensuring our clients receive the best possible assistance with our products and services.
Your responsibilities will include addressing customer inquiries, providing solutions, and assisting with feature navigation. You will also focus on proactive support by collecting customer feedback and collaborating with product managers on roadmaps and customer outreach.
We are seeking a skilled communicator with strong problem-solving abilities to join our team. As a Customer Support Specialist, you will have the opportunity to work independently and as part of a team, leveraging your expertise to drive results.
Key Responsibilities:
- Provide prompt answers to customer inquiries via chat and email from the ticketing system.
- Resolve support issues such as cancellation, product knowledge gaps, and general account assistance.
- Go the extra mile to provide knowledgeable help and accurate details to customer inquiries.
- Identify, investigate, and resolve user issues when possible or follow escalation routes.
- Perform technical troubleshooting and data analysis to determine the root causes of the issue. Provide solutions or action plans for customers that resolve the issue.
- Resolve customer complaints quickly and effectively.
- Share feature requests and effective workarounds with team members.
- Gather customer feedback and share it with our internal teams.
- Create and update internal macros and documentation.
- Learn from customer interactions to help innovate customer experience improvements with better software and support tools.
Requirements:
- Minimum 2 years of customer service experience.
- Ability to work independently and in a team, self-starter, and energetic.
- Work well under pressure.
- Proactive hands-on, roll up your sleeves, and do whatever it takes to get the job done attitude.
- Excellent written and verbal communication and problem-solving skills.
- Strong multi-tasking abilities.
- Contributor to a positive and results-oriented team environment.
- Growth mindset with a curiosity to learn new products and skills.
- Experience with maintaining and updating articles and training materials.
- Strong skills with computers and spreadsheets.
- Able to handle research-heavy tickets.
- Ability to assist with customer-facing webinars and conferences.
- Familiarity with our industry is preferred but not required.
We are striving to create a diverse and inclusive environment. We encourage all applicants to apply for our roles. We value and actively seek diverse talent
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