Customer Support Representative Job Description Template
Our company is looking for a Customer Support Representative to join our team.
Responsibilities:
- Make outbound support calls to our existing clients;
- Provide an unrivaled level of technical support;
- Ensure optimal product usage through account monitoring, client interactions and ongoing training;
- Document and advocate for feature and product enhancement requests from customers;
- Collaborate and facilitate communication with Sales and Product Development teams to resolve issues;
- Develop relationships with existing clients and gather the correct information regarding their account;
- Gain an understanding of the clients’ renewal decision making process;
- Assist the Quality Assurance team with product testing and validation during deploys and migrations;
- Responds to existing customer inquiries via phone, chat and email;
- Uncover client needs and goals with good questioning practices and listening skills;
- Monitor service tickets and ensure timely closure of all assigned tickets;
- On-board/ train new clients in using the software.
Requirements:
- Sales and Marketing Knowledge;
- Works well with minimal supervision. You take charge and can operate autonomously;
- Possess strong problem-solving skills;
- Fresh grads may apply;
- Persuasion and Negotiation;
- Able to work in a fast-paced environment;
- Good oral and written English communication skills;
- Highly-motivated and goal-oriented;
- Authentically curious, you love learning and improving yourself;
- Ability to tactfully handle stressful and difficult situations;
- Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success;
- Communication skills;
- Chat Support;
- Knowledge and experience in customer support is a strong plus;
- Customer Service.