Deborah Ejiogu’s Post

Today's lecture is on TECHNICAL AND NON TECHNICAL ROLES. I know of a fact that most people still finds it hard to differentiate between "CUSTOMER SUPPORT SPECIALIST AND TECHNICAL SUPPORT SPECIALIST" Well, both roles are not the same. My able coach , the TECH guru herself Ekwutosi Cynthia Okeh took time to explain the two roles. In a lay man's understanding, CUSTOMER SUPPORT SPECIALIST is a person that handles non-technical roles in an organization While a TECHNICAL SUPPORT SPECIALIST is someone that handles technical duties or roles in a n organization. You see, both words are not the same. Technical Support Specialists focus on resolving issues related to hardware, software, and networks, ensuring smooth IT operations. They diagnose and fix technical problems, configure and maintain systems, assist users, document issues and solutions, and train users on new systems. Non-Technical Support Specialists concentrate on customer service and administrative tasks, aiming to enhance customer satisfaction and operational efficiency. They handle inquiries, resolve complaints, manage billing and scheduling, process orders and returns, provide product information, collect feedback, and facilitate communication between customers and the company. DIFFERENCES BETWEEN THE AFORE MENTIONED ROLES: SKILLS: Technical Support requires deep IT knowledge and troubleshooting skills.Non-Technical Support requires strong communication and administrative skills. FOCUS:Technical Support addresses technical issues.Non-Technical Support focuses on customer service and administrative efficiency. SIMILARITIES 💥Both roles involve problem-solving and customer interaction. 💥Both document interactions and resolutions for continuous improvement. CONTRIBUTION TO ORGANIZATIONAL EFFECTIVENESS. Technical Support ensures reliable IT infrastructure, minimizing downtime and enhancing productivity and security.Non-Technical Support improves customer satisfaction and streamlines administrative processes, ensuring smooth operations. SYNERGY: Together, these roles enhance overall efficiency, productivity, and customer loyalty, contributing significantly to the organization’s success. In essence, Technical and Non-Technical Support Specialists play complementary roles in ensuring smooth operations and high customer satisfaction, each leveraging their unique skills to support the organization effectively. #Digitalwitchcommunity #Techsavvy #Remotejobs

Let's dive into the world of Customer support and the reasons you need a Customer support agent Customer support is the backbone of any successful business, playing a crucial role in building and maintaining positive customer relationships. This guide aims to explore the key elements of effective customer support, providing insights and strategies to help businesses deliver exceptional service. 1. Understanding Customer Needs: - Recognize the diverse needs and expectations of your customers. - Utilize surveys, feedback, and analytics to gather insights into customer preferences. 2. Building a Support Team: - Hire and train customer-centric individuals. - Foster a culture of empathy and problem-solving within the support team. 3. Implementing Multi-Channel Support: - Offer support through various channels, including live chat, email, phone, and social media. - Ensure consistency in responses across different channels. 4. Developing a Knowledge Base: - Create a comprehensive knowledge base to empower customers with self-service options. - Regularly update and expand the knowledge base to address evolving customer queries. 5. Efficient Ticketing Systems: - Implement a robust ticketing system for tracking and resolving customer issues. - Prioritize and categorize tickets based on urgency and complexity. 6. Effective Communication: - Practice clear and concise communication with customers. - Keep customers informed about the progress of their requests. 7. Proactive Support: - Anticipate customer needs and address potential issues before they arise. - Provide educational content to help customers make the most of your products or services. 8. Handling Difficult Situations: - Equip support teams with conflict resolution and de-escalation skills. - Have protocols in place for addressing challenging customer interactions. 9. Monitoring and Analyzing Performance: - Utilize key performance indicators (KPIs) to evaluate the effectiveness of customer support. - Regularly review feedback and data to identify areas for improvement. 10. Continuous Improvement: - Foster a culture of continuous learning and improvement within the support team. - Regularly update training programs and workflows based on evolving customer needs. #NB; Delivering exceptional customer support is not just a task; it's a commitment to building lasting relationships. By understanding customer needs, investing in a skilled support team, and continuously refining your processes, businesses can create a customer support experience that sets them apart in the competitive landscape. #exploringopportunities #customersupport #crmsoftware #opentowork #letsconnectmore #Recruiters

Is there really a difference between customer service and customer support? I created a poll yesterday concerning this and people made their votes . so here's the finally verdict about this matter . It is true the both are used interchangeably because in the end they are all dealing with customers and want to ensure customer retention, loyalty and success, but there's a little difference between the two roles , funny enough some hiring managers don't even know this . And that is because a customer support Agent can also effectively be a customer service Agent seamlessly . Here are the differences ; Customer service is about using mostly the soft skills , with no need for Technical skills to assist a customer , It is about satisfying the non technical needs of customers , and this role is mostly available in non- technical industries Customer support in the real sense is about helping customers with troubleshooting, Log in Product guides, Maintenance of product etc. It mostly involves Technical skills and soft skills too , and these kind of roles are usually open in SaaS, tech or e-commerce companies . Nevertheless the both roles are all about ensuring a great customer experience that will bring more sales . Because that is the end game of a good customer experience . My name is Victoria, a Customer support/Virtual assistant(plus other coats of great knowledge) , and am the solution you, your Organization and customer needs . 🙂 #customersupport #customerservice #tech #remotework #virtualassistant

Handling Difficult Customer Interactions Like a Pro Dealing with difficult customers is inevitable, but how you handle it can set you apart. The steps below has helped me overcome one of those experiences. • Stay Calm: Take a deep breath and maintain composure. Your calmness can de-escalate the situation. • Listen Actively: Let the customer vent without interruption. Understanding their issue fully shows that you care. • Empathize: Acknowledge their frustration. Simple phrases like "I understand how you feel" can go a long way. • Take Responsibility: Even if it’s not your fault, own the solution. Apologize sincerely and focus on how to fix the problem. • Provide Solutions: Offer clear, actionable solutions. If possible, give options so the customer feels in control. • Follow Up: After resolving the issue, follow up to ensure they’re satisfied. It shows you’re committed to their experience. This is very important for customer retention. Mastering these steps not only resolves conflicts but also strengthens customer trust and loyalty. I remain your go to Customer service representative and Administrative officer. #customerservice #administrative #opentowork #Linkedincommunity #jobseeker #remoteworker

What Are Customer Service Hard Skills? This refers to specific technical abilities your customer service employees must possess to do their jobs. Hard skills are typically tangible and measurable. They can also be easily learned through education, training, or practice. Some of the technical skills you’ll need individuals on your customer support team to have include:    1. Computer Skills   Customer service representatives have to work with computers, mobile devices, and various software applications. A good candidate for this role must have the basic computer skills needed to navigate these devices and the software they’re likely to use. Some of the most basic computer skills to have include Microsoft Office Skills, email communication, and collaboration or communication software.    2. Data Entry and Analysis   As they interact with customers, service reps should be able to collect and record vital information about their interactions with customers. They may also need to analyze the data they collect in order to generate useful insights and better understand customer behavior. The insights derived from this analysis will guide their future interactions with customers.   3. Knowledge of Customer Relationship Management Systems or Helpdesk Software   Although this mainly depends on the CRM system you use, you may also consider candidates with knowledge of other related platforms since most of these software function the same way.    4. Sales Skills   The Customer service team is expected to work in tandem with the sales/marketing team in your Organization. Consequently, it makes sense to hire customer service professionals that can leverage cross-selling and upselling opportunities to bring in more sales for your company and guide customers effectively through the buying process from start to finish.  What Are Customer Service Soft Skills? The article below addresses these and more points in detail and discusses How To Hire A Customer Service Representative in 2024 #customerservice #hardskills #hiring #howto

Have you ever wondered the reason behind customer churn? *The customer’s expectations were not met* (Poor Customer service) This is the big one. Failing to meet expectations covers a very broad number of specific reasons. In many instances. But what are some customer's expectations? Customer want someone who: * Understand their issues. * Take responsibility of their complaint. * Communicate effectively. * Give quality product. * Excellent support * Be honest. * Promptly respond to their queries and lots more. And who is responsible to provide all these services? It is the *Customer service representative.* Feel free to connect with me to provide exceptional service to your customers and ensure customer's loyalty. *I am Mazi Chidera. A seasoned Customer service representative and virtual assistant whose goal and passion is to provide exceptional customer service, ensuring customer satisfaction and loyalty.* #LinkedInCommunity #Opentowork #CustomerServiceRepresentative #VirtualAssistant

Customer Support Associate (Global) Responsibilities -Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems -Communicate the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication; justify the reasoning behind your decisions to diverse stakeholders within the company  -Work efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner  -Develop reliability initiatives to improve the overall quality of the marketplace and experience for our customers; establish policy improvements to accomplish this goal  -Work within cross-functional collaborations with customer support, general operations, product, customer success, and legal teams  -Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals -Remain knowledgeable on product updates to ensure you are acting with the most up-to-date organizational information Must haves +2 years of customer support experience +2 years of Zendesk or any CRM experience -Ability to resolve customer issues with empathy and action -Exceptional written and verbal communication skills -Ability to work as part of multidisciplinary teams -Comfortable handling ambiguous situations and adaptable to constant change  -Possess an “I can handle anything” mentality  -Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization -Exceptionally detail-oriented -Ethical and unbiased integrity and decision-making abilities -A positive mindset that elevates the entire team System Requirements -Minimum 15Mbps wired internet connection -Minimum i5 processor or equivalent -Minimum 12GB Ram -Quiet working environment -Steady power and internet connection. https://lnkd.in/dVRWyUVh #Resume #ResumeWriting #SeniorLevelProfessionals #JobSeeker #OpenToWork #LinkedIn #ResumeHelp #ProfessionalDevelopment #CareerAdvice #JobSearch #ResumeService #LinkedInProfile #CareerCoaching #JobHunt #CareerGoals #ProfessionalBrand #EmploymentOpportunities #CareerSuccess #JobSeekers #ResumeTips #ProfessionalGrowth #JobSearchTips #LinkedIn #Layoff #JobHunting #JobOpening #JobOpportunities #TechJobs #JenefaGiwaConsulting #RemoteJobs #Career #LinkedInOptimization  #JobSeekers #Job #Jobs #JobSatisfaction #JobSeeking #JobStopper #JobSearchAdvice #JobsinNigeria #JobSkills #JobStress #JobsHiring #JobSites #JobSeeker #JobApplications #JobsinLagos #JobsinAbuja #cfbr

I want to talk about my niche which is Customer Support. Customer Support literally means assisting/helping/aiding customers. The list goes on and on. This is for the sole purpose of giving them that wonderful experience to remain loyal and returning customers and increasing sales. As customer support specialist, I do not just solve immediate issues, I go extra mile to ask if I can still be of another help to them. The zeal of a problem solver. I pay strong attention to details so I can understand the issues they are facing and assist them in the right possible way. I communicate effectively in simple and clear language terms. I make sure to respond within SLA and doing what I know best. Customer Support should be a part of every business as customers are the reason why we are in business. #CustomerSuccess #CareerGrowth 🌟 #CustomerServiceJobs #HiringNow #CustomerSupport #JobSearch #NowHiring #CustomerCare #virtualassistants #projectmanagement #JobOpening #CustomerExperience #CareerOpportunity #ApplyNow

🌍 Service Prime Solution is Ready to Support Your Business! Is your company hiring remote customer support representatives? Look no further! At Service Prime Solution, we offer a dedicated, experienced team to handle all your customer support needs. From order processing and retention to technical support and upselling, we’ve got you covered! Instead of hiring individual agents, why not let our team of experts seamlessly integrate with your operations, ensuring a higher level of productivity and efficiency? We’re passionate about delivering top-notch customer service that exceeds expectations—helping your business thrive. We’re open to work and ready to collaborate! Watch the video below to learn more about our approach and how we can partner to enhance your customer support strategy. Let’s work together to build outstanding customer relationships! #CustomerSupport #RemoteWork #ServicePrimeSolution #CustomerServiceExcellence #BPO #RemoteTeam #Outsourcing #CustomerExperience #BusinessSupport #TeamWork #CustomerCare #OpenToWork #VirtualAssistants #CXManagement #CustomerSuccess #SupportServices #CallCenterSolutions #WorkFromHome #GlobalSupport #TechSupport #ClientSatisfaction #ServiceDelivery #WorkforceSolutions #DigitalOutsourcing #RemoteOpportunities #FlexibleWorkforce #CustomerCentric #HelpDesk #SupportTeams #OperationsExcellence #TechEnabledSupport

ADVANCED TROUBLESHOOTING AND ESCALATION: The Customer Service Rep as a Detective As a customer service representative, you're often the first line of defense for frustrated customers. But what happens when the standard troubleshooting steps don't solve the problem? That's where advanced troubleshooting and escalation come in Advanced Troubleshooting: Digging Deeper This will require you to move past basic troubleshooting steps outlined in scripts. Ask clarifying questions to understand the issue's specifics. Research the customer's product or service thoroughly, consult internal resources, and leverage online knowledge bases. Think Laterally: Consider alternative causes for the problem. Don't be afraid to explore possibilities outside the usual suspects. Test and Isolate: Replicate the issue the customer describes whenever possible. This helps isolate the root cause and identify the most effective solution. KNOWING WHEN TO ESCALATE When Technical Expertise is Needed: If the issue requires in-depth technical knowledge you lack, escalate to a specialist who can provide a deeper dive. Authorization Required: Certain situations may require a supervisor's approval for offering refunds, discounts, or other concessions. Escalate to ensure you have the authority to deliver a satisfying resolution. Intensified Emotions: When a customer becomes irate or overly frustrated, de-escalate the situation and then escalate the issue to someone trained in conflict resolution. MAKING A SMOOTH ESCALATION Gather Information before escalating, and document everything! This includes the customer's details, the issue description, troubleshooting steps taken, and any relevant screenshots or error messages. Escalate to the most appropriate team or individual based on the nature of the problem. Knowing your company's escalation hierarchy is crucial. Remember, effective escalation isn't just about passing the buck. It's about ensuring the customer's concerns reach the right person who has the expertise and authority to deliver a solution. #customer #customerservicerep #troubleshooting #CSR #linkedinjobs #opentowork