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Customer Support Specialist

The Customer Support Specialist will act as the first point of contact for customers who have questions, complaints, or need assistance with a website we host.

The specialist is expected to handle all interactions in a courteous, patient, and professional manner. This role requires exceptional communication skills, a strong understanding of the company's offerings, and a customer-centric approach. Empathy is key!

Responsibilities and Duties

Respond to customer inquiries. Handle incoming calls, emails, and helpdesk tickets from customers who need help with one of our products or services.

Resolve product or service problems. Identify customer needs and assist in resolving any issues they are experiencing. This can include troubleshooting technical problems, processing returns or exchanges, or explaining how a product works.

Maintain customer records. Document customer interactions, including details of inquiries, complaints, or comments, as well as actions taken.

Process orders and renewals. Assist customers in placing orders, and manage any changes or cancellations they wish to make.

Provide feedback on customer service processes. Identify trends in customer complaints and suggestions, and provide feedback to management.

Follow up with customers. Check in on customers to ensure their satisfaction and answer any follow-up questions they may have.

Qualifications and Skills

Work Environment

The Customer Support Specialist can work in our office environment, but the nature of the work also allows for remote working.