Responsibilities
• Interact with customers via email and phone calls to resolve customer queries, provide technical assistance, and deliver exceptional customer service.
• Utilize our CRM to manage customer inquiries, prioritize tickets, and ensure timely resolution of issues. Document interactions, troubleshooting steps, and resolutions accurately within the ticketing system.
• Identify and document software bugs reported by customers. Submit comprehensive bug tickets with clear and concise details to the development team, including relevant information such as steps to reproduce, system configurations, and screenshots.
• Investigate and analyze customer issues to identify the root cause and provide effective solutions or workarounds. Collaborate with the technical team when necessary to escalate complex issues.
• Maintain a deep understanding of our products and services to effectively address customer concerns and provide accurate information.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides to facilitate self-service support for customers.
• Collaborate with cross-functional teams, including developers, quality assurance, and product management, to provide feedback on customer-reported issues and contribute to continuous improvement efforts.
• Perform administrative tasks related to customer support, such as managing customer accounts, updating customer information, and generating reports as required.
Qualifications and Requirements
• Familiarity with Zendesk or similar ticketing systems.
• Experience in handling customer inquiries via email and phone calls.
• Proficiency in using Slack for internal communication and collaboration.
• Familiarity with G Suite (Gmail, Google Docs, Google Sheets, etc.).
• Experience working with Jira or similar project management tools.
• Enthusiastic team player that isn’t afraid to ask questions and is good at receiving feedback.
• Strong written and verbal communication skills to effectively interact with customers and team members.
• Experience in handling customer inquiries via email and phone calls.
• Knowledge of bug ticket submission processes, including the ability to accurately document and communicate software bugs to the development team.
• Problem-solving skills to analyze customer issues and provide effective solutions or escalate them to appropriate teams.
• Strong organizational skills and the ability to multitask, prioritize, and manage time effectively.
• Attention to detail to ensure accurate documentation and resolution of customer issues.
• Ability to work both independently and collaboratively.
• Flexibility to work in shifts and adapt to changing customer support needs.
