Customer Support Specialist

Job Summary

This role is for a service-oriented Customer Support Specialist who will assist customers remotely, resolve issues efficiently, and help create a positive experience across different communication channels.

Responsibilities

• Handle customer questions and concerns through email, chat, phone, or ticketing tools in a prompt and courteous way.
• Investigate and fix product, account, billing, and service-related problems.
• Keep customer details current in CRM and other support platforms.
• Route complicated cases to the appropriate internal team when needed.
• Work according to company procedures, support workflows, and SLA timelines.
• Guide customers through onboarding, product usage, and account setup.
• Coordinate with product, technical support, billing, and operations teams to resolve issues.
• Record customer conversations, problems, and resolutions clearly and accurately.
• Spot recurring issues and share suggestions that can improve processes or the product.
• Contribute to strong customer satisfaction and retention through reliable support.

Requirements

• High school diploma is acceptable; a bachelor’s degree is preferred.
• 1 to 4 years of experience in customer support, client support, or customer service.
• Strong spoken and written communication skills.
• Good troubleshooting, conflict-handling, and problem-solving abilities.
• Comfort using support and CRM tools such as Zendesk, Freshdesk, Salesforce, HubSpot, or Intercom.
• Ability to manage multiple tasks and a large number of support requests.
• Basic computer proficiency and troubleshooting knowledge.
• Capacity to work independently in a remote setup.

Preferred Qualifications

• Background in SaaS, e-commerce, fintech, healthcare, BPO, or technology-focused environments.
• Understanding of customer service KPIs such as CSAT, NPS, and SLA adherence.
• Experience with technical troubleshooting or account-related support.
• Exposure to working with distributed or international teams.
• Multilingual communication ability is an added advantage.