Technical Customer Support Specialist

This is a remote position. Job Role: We are looking for aTechnical Customer Support Specialistwho can assist clients with product issues and help to maintain a high customer retention level. This role requires you to support customers through e-mail, chat, and Voice support (Google Meet call) and co-ordinate with internal teams to resolve issues.You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise. Project Role: Technical Customer Support Specialist Work Experience: 1-3 years Work location: Remote Must Have Skills: Attention to detail, Customer Service & retention, Problem solving. Roles and Responsibilities - Resolving customer inquiries through chat, email and voice support (Google Meet calls). - Maintain the overall service level agreements within the organization and with the customers. - Collaborate with cross-functional teams (product, tech, QA) to troubleshoot complex issues and ensure customer satisfaction. - Contacting customers to give them accurate feedback on the progress of their inquiries. - Maintaining confidentiality of the information. - Improve customer retention and acquisition rate. - Stay updated with new product features and enhancements. - Document common issues and solutions to build a robust knowledge base and improve overall support efficiency. - Identify recurring problems and suggest process or product improvements. Profile - Proficient in customer service software, CRM systems, and other relevant tools. - Experience in working for IT product company. - Strong understanding of SaaS-based products, mobile app development and web development. - Outstanding communication skills, both written and verbal. Desired Candidate Profile - Good communication skills - Good, positive attitude - Good debugging and problem-solving skills - Good IQ - Lots of common sense Originally posted on Himalayas