Customer Support Representative-III

Overview

The Customer Support Representative-III plays a crucial role in ensuring customer satisfaction and retention by providing exceptional support and resolving inquiries and issues. They serve as the primary point of contact for customers, demonstrating in-depth knowledge of products and services to address concerns effectively.

Key Responsibilities

• Handle complex customer inquiries via phone, email, and chat
• Provide technical support for product inquiries and issues
• Identify and escalate priority issues to the appropriate channels
• Collaborate with cross-functional teams to resolve customer concerns
• Conduct customer follow-ups to ensure resolution satisfaction
• Stay updated on product knowledge and internal processes
• Assist in training and mentoring new support representatives
• Document and maintain customer interaction records
• Analyze customer data to identify trends and opportunities for improvement
• Participate in developing and refining support processes and procedures
• Contribute to the improvement of customer service tools and resources
• Handle customer complaints and provide appropriate solutions
• Adhere to company policies and procedures while representing the brand
• Meet individual and team KPIs and service level agreements
• Provide proactive communication and updates to customers
  
  

Required Qualifications

• Bachelor's degree in a relevant field or equivalent work experience
• 3+ years of experience in customer support or related roles
• Demonstrated ability to troubleshoot technical issues effectively
• Excellent communication and interpersonal skills
• Proficiency in CRM software and support ticketing systems
• Strong understanding of customer service principles and practices
• Ability to work independently and in a team environment
• Strong organizational and multi-tasking abilities
• Problem-solving skills with attention to detail
• Ability to adapt and thrive in a fast-paced, dynamic environment
• Experience in mentoring or coaching junior support representatives
• Proven track record of meeting and exceeding customer satisfaction metrics
• Familiarity with product knowledge and technical aptitude
• Flexibility to work in shifts, including weekends and holidays
• Knowledge of relevant industry regulations and compliance standards
  
  

currently offers 365/12/7 coverage from 9am-9pm EST.

You must be flexible to work mornings, nights, weekdays, and/or weekends.

Shift times may be subject to change as we expand our team

Skills: interpersonal skills,customer support,technical support,troubleshooting,customer satisfaction metrics,customer service,industry regulations,crm software,communication,compliance standards,customer satisfaction,mentoring,customer service principles,support ticketing systems,problem-solving