Customer Support Representative

Position Summary: As a Customer Support Representative, you will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. You will handle all incoming requests on chat and email.

Role and Responsibilities: Handle redundant tasks. Become an expert on the product, knowing all the specifics of its functioning. Provide first-level support to customers via email and/or chat in a timely and professional manner. Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. Maintain a positive, empathetic, and professional attitude toward customers at all times. Work on creating, updating, or adjusting customer accounts by documenting personal information. Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties. Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms. Process and prepare information for auditing and reporting purposes. Update internal and customer-facing knowledge bases. Convert clients' feedback into feature requests for the development of the product. Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution. Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps. Qualifications: Must be able to work full-time, 40 hrs per week. Able to work on a shifting schedule. Excellent English communication skills both verbal and written.
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