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Customer Support Specialist
2 months ago
Flowbird UK
Customer Support Specialist
As a Customer Support Specialist, you'll be the primary point of contact for our valued customers. You'll play a vital role in ensuring their satisfaction by promptly addressing their inquiries and resolving any technical issues they may encounter.
Responsibilities- Manage incoming support requests through various channels, including email, phone, and online portals.
- Effectively diagnose and troubleshoot technical problems, providing clear and concise solutions to customers.
- Maintain detailed records of customer interactions and support cases within our IT Service Management (ITSM) system.
- Collaborate with internal teams, such as engineering and development, to escalate complex issues and ensure timely resolution.
- Contribute to the creation and maintenance of knowledge base articles and documentation to assist customers in resolving common issues independently.
- Provide exceptional customer service by demonstrating empathy, patience, and a commitment to exceeding expectations.
- Proven experience in a customer support or technical assistance role.
- Strong analytical and problem-solving skills with the ability to quickly identify and resolve technical issues.
- Excellent communication and interpersonal skills, both written and verbal, with the ability to effectively communicate technical information to non-technical audiences.
- Proficiency in Microsoft Office Suite and a basic understanding of IT concepts and terminology.
- A customer-centric approach with a genuine desire to help others.
