Customer Support Specialist Job Description Template
Our company is looking for a Customer Support Specialist to join our team.
Responsibilities:
- Going above and beyond to assist and educate customers on product usability;
- Taking ownership and accountability of raised issues and seeing them through to resolution;
- Be part of an on-call task force on a rotation basis and be ready to attend to any critical issues during non-business hours;
- Creating knowledge base articles based on repetitive issues for external and internal use;
- Collaborating with internal teams to address complex issues, bug reporting and product improvements;
- Documenting guides and troubleshooting steps in detail using Zendesk and Jira ticketing system;
- Reproducing and identifying issues through exceptional problem-solving and analytical skills.
Requirements:
- A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints;
- Excellent attention to detail;
- Understand uncertainty, chaos and fast pace culture;
- Comfortable to be part of an on-call duty task force;
- Ability to multi-task, prioritize, and manage time effectively;
- Desire to excel, passionate and enthusiastic;
- Detail oriented;
- Customer Service;
- Great in managing complex and critical issues, internally and externally;
- Chat Support;
- Resolving Conflict;
- Growth mindset;
- Communication skills;
- BS degree in Information Technology or equivalent field with a minimum of 5 years of relevant industry experience in enterprise support;
- Experience with ticketing systems like Zendesk and Jira will be an added advantage.