Customer Support Specialist

Reporting: Support Team Supervisor

Job Description

Summary/objective:

The Customer Support Specialist reports to the Support Team Supervisor. The role provides customer support for users of the SleepImage System and SleepImage hardware via telephone and email, as well as maintains daily operations for support.

Essential functions:

• Provides customer support for complex software- and hardware-related requests via phone calls and emails
• Logs correspondence with customers and maintains records in Company enterprise resource planning (ERM) and customer relationship management (CRM) systems
• Monitors and maintains open tickets/issues to preserve positive customer relationships
• Provides content for FAQs and other customer experience tools
• Works closely with the sales and/or account team to manage customer accounts and ensure customer needs are met
• Informs management of customer feedback relating to potential software defects and feature requests
• Follows Regulatory and Quality policies and procedures
• Suggests improvement to policies, procedures, processes and/or systems as needed
• Performs additional duties and projects as assigned

Competencies:

• Strong organizational skills
• Ability to work independently and with great attention to detail
• Ability to address multiple complex support requests via phone and email per day
• Excellent written and verbal communication skills in English
• Professional attitude in dealings with clients and colleagues
• Ability to handle unexpected and/or delicate situations calmly, discreetly, and with sound judgment
• Willingness to learn and help maintain the Company’s Quality Management System

Preferred Education and Experience:

• Previous experience in customer support (minimum 3 years preferred)
• Previous experience using Mac OS computer systems
• Previous experience using Microsoft Excel
• Working knowledge of ERP software systems

Other Duties

Duties, responsibilities, and activities may change at any time with or without notice.  Duties listed below is not considered a comprehensive list of other duties which may be assigned.

• Manages incoming correspondence, including mail
• Coordinates logistics, shipping, and receiving of merchandise
• Monitors inventory levels and performs monthly physical inventory count
• Manages return merchandise authorization (RMA) process