Customer Support Specialist

Role & responsibilities:

• Respond to customer inquiries via chat and email.
• Provide exceptional support, troubleshooting for lab administrators, and network administrators.
• Resolve customer issues to achieve the highest satisfaction rating in alignment with team goal of 98% or higher thumbs up rating per month.
• Document all chats and emails with required notes; escalate Support Requests for unresolved issues as appropriate for a senior specialist or management to review.
• Support with all products, including course setup, platform support, LMS syncing, and any troubleshooting while remote connecting when needed.
• Actively engage in the team Slack channel by answering questions and providing backup coverage when team members are unavailable.
• Contribute to additional projects when assigned by management.

Job Requirements:

• Minimum of 30-35 (WPM) words per minute typing ability with above 85 % accuracy.
• Ability to resolve concurrent customer issues with professionalism and empathy.
• Excellent English verbal and written communication skills including grammar and tone.
• Strong problem-solving, analytical, organizational skills, and ability to multi-task.
• Understanding basic technical troubleshooting processes for hardware, software, and operating systems, and ability to guide users through troubleshooting steps.
• Ability to work independently and collaboratively while being adaptable to a changing workplace.
• Flexibility to work rotating shifts including weekends, nights, and holidays.

Preferred candidate profile

• Previous experience in chat driven technical support, help desk, or customer service-related role.
• Prior experience with a CRM ticketing system (Salesforce, Zendesk, etc.)