Responds to customer inquiries across phone, email, and chat; diagnoses and resolves issues; documents interactions; manages support queues; handles escalations; processes account and order changes; maintains product knowledge; identifies recurring issues; contributes to help content; and meets service, resolution, and customer satisfaction targets while protecting customer privacy.
The Customer Support Specialist is the voice of the company for the people it serves. You’ll answer questions, resolve issues, and make sure each customer leaves the interaction feeling heard and helped. This role suits someone who is patient, empathetic, and clear in writing and on the phone, and who stays calm when a customer is frustrated.
Key responsibilities
- Respond to customer inquiries by phone, email, chat, and other support channels in a timely, professional manner
- Diagnose customer issues, provide accurate solutions, and explain next steps clearly
- Log every interaction in the CRM or ticketing system with complete, accurate notes
- Prioritize and manage a queue of open cases, following up until each is fully resolved
- Handle sensitive situations, complaints, and escalations with empathy and composure
- Escalate complex or unresolved issues to the appropriate team, with clear documentation
- Process account updates, orders, refunds, or service changes according to company policy
- Maintain strong product and service knowledge, and stay current on updates and policy changes
- Identify recurring customer issues and share trends and feedback with internal teams
- Contribute to the knowledge base, help articles, and response templates
- Meet performance targets for response time, resolution rate, and customer satisfaction
- Protect customer privacy and handle personal information securely
Required qualifications
- 1+ years of customer service, customer support, or client-facing experience
- Excellent written and verbal communication skills
- Strong problem-solving ability and attention to detail
- Comfort with CRM, ticketing, or help desk software
- Typing speed of 40+ WPM with good accuracy
- Ability to stay patient and professional under pressure
- Ability to manage multiple conversations and priorities at once
Preferred qualifications
- Experience with platforms such as Zendesk, Freshdesk, Intercom, or Salesforce
- Prior experience in a remote support role
- Experience in a healthcare, finance, or other regulated industry
- Bilingual or multilingual abilities
Work environment and requirements
- Reliable high-speed internet, a computer, and a quiet, distraction-free workspace
- Availability during scheduled support hours, which may include evenings or weekends
- Willingness to complete product and policy training
Success measures
Customer satisfaction scores, first-contact resolution rate, response and resolution times, and quality of documentation.
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