Customer Support Representative

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.