XEOX is 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. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
* Respond to customer queries in a timely and accurate way, via phone, email or chat
* Identify customer needs and help customers use specific features
* Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
* Monitor customer complaints on social media and reach out to provide assistance
* Inform customers about new features and functionalities
* Follow up with customers to ensure their technical issues are resolved
* Gather customer feedback and share with our Product, Sales and Marketing teams
Requirements
* 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
* Excellent communication and problem-solving skills
* Multi-tasking abilities
* Patience when handling tough cases
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