Support Specialist

Shift: 11-8 pm US CT, M-F, with the occasional weekend (You will get alternate days off during the week you are covering the weekend shift)

We are seeking a skilled support specialist to join our growing organization and assist our customers with technical problems when using our products and services. You will be responsible for providing technical product support to our customers by troubleshooting and resolving issues with our products when they arise.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful as a support specialist, you should be an excellent communicator who can earn our client's trust. You should be familiar with help desk software, Intercom, and Zen Desk and have a strong understanding of Excel and Word. Top candidates will have an outstanding set of interpersonal skills with an affinity for excellent customer service.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

Provide support to clients through various mediums such as e-mail, live chat, telephone, and remote desktop support - responding to clients' questions in a timely manner.

Identify customer needs and help customers use specific features

Communicating with co-workers to diagnose issues

Prioritizing your workload to ensure the most critical issues are resolved first.

Analyze and report product malfunctions (For example, by testing different scenarios)

Escalate issues to the necessary department, keeping track of any developments and acting as the bridge between the client and the department.

Share feature requests and effective workarounds with support and product team members

Gather customer feedback and share with our Product, CS, and Development teams.

Log and track support tickets within Zendesk’s CRM.