We're seeking a dedicated and customer-focused individual to join our team as a Customer Support Specialist specializing in assisting our website clients. In this role, you'll serve as the primary point of contact for our clients, providing exceptional support, troubleshooting assistance, and guidance to ensure they have a seamless experience with our website services. Your responsibilities will revolve around addressing client inquiries, resolving issues, creating support tickets, and fostering positive client relationships through various communication channels.
Key Responsibilities:
- Client Communication: Serve as the main liaison between our company and website clients, communicating promptly and professionally via email, phone, and other communication channels. Address client inquiries, provide technical assistance, and offer guidance on using our website services effectively.
- Ticket Creation: Document and prioritize client-reported issues by creating support tickets in our ticketing system. Ensure all relevant information is captured, including the nature of the issue, client details, and any troubleshooting steps already taken, to facilitate efficient resolution.
- Issue Resolution: Troubleshoot and resolve client-reported issues related to website functionality, performance, and usability. Collaborate with internal teams, including technical support and development, to escalate and resolve complex issues in a timely manner.
- Feedback Collection: Gather feedback from clients regarding their experiences with our website services, identifying areas for improvement and opportunities to enhance the client experience. Act as an advocate for clients' needs within the organization, advocating for product enhancements or feature requests when necessary.
- Documentation: Maintain detailed records of client interactions, including inquiries, issues, resolutions, and feedback.
Qualifications:
- Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
- Strong customer service orientation and a passion for helping clients succeed.
- Technical aptitude and the ability to troubleshoot website-related issues effectively.
- Previous experience in customer support, account management, or a related field, preferably in a technology or software company.
- Familiarity with website platforms, content management systems (CMS), and web hosting services is advantageous.
- Exceptional organizational skills and the ability to multitask and prioritize in a fast-paced environment.
- Bachelor's degree or equivalent experience preferred.
Join our team and play a vital role in supporting our website clients, ensuring they receive the assistance and guidance they need to succeed. If you're passionate about customer service and thrive in a dynamic, client-facing role, we want to hear from you!