Customer Support Specialist

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

Responsibilities

• Receive daily requests and incidents via managing different communication channels [FreshDesk Tickets, Emails, Chats & Phone]
• Act as Single Point of Contact to our clients based 24/7 rotational support
• Validate requests/incidents to ensure high quality details submitted to next level of support

• Acknowledge requests/incidents within agreed Response Time

• Identify Requests/Incidents and submit to the correct support group

• Manage resolutions received from next level of support ensuring clear and high-quality communications back to customer

• Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups

• Know how to get the most updated information and refer to correct documents

• Be up to date with all the changes in different processes/procedures as they occur

• Follow up on unresolved/Pending/InProgress incidents/requests according to the agreed milestones

• Make sure of contacting correct and relevant Point of Escalation

• Realize the difference between Wholesale and Enterprise customers and the required level of customer service for key account contacts

• Understand impact of any small mistake and cost implications (e.g. Penalties)

• Provide best quality to our customers and show the value added of having our service]

• Monitoring all system/traffic behaviour for any irregularity occurrence

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Relevant Bachelor’s Degree – desired to be Engineering or IT Diploma General knowledge of ITIL, Troubleshooting, INC management