A Customer Support Specialist is a frontline professional responsible for resolving customer inquiries and providing exceptional service experiences. This role is critical for maintaining customer satisfaction, building brand loyalty, and driving business growth through positive customer interactions.
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What is a Customer Support Specialist?
A Customer Support Specialist is a professional who serves as the primary point of contact between a company and its customers. They are trained experts in product knowledge, communication, and problem-solving techniques. This role exists across various industries and typically requires strong interpersonal skills, patience, and technical aptitude. Customer Support Specialists represent the company's values and are essential for creating positive customer experiences that foster long-term relationships and brand advocacy.
What does a Customer Support Specialist do?
Customer Support Specialists handle a wide range of customer-facing responsibilities. They respond to customer inquiries through multiple channels including phone, email, chat, and social media. Their daily tasks include troubleshooting technical issues, answering product questions, processing orders or returns, and documenting customer interactions in CRM systems. They escalate complex problems to appropriate teams while maintaining ownership of the customer's experience. Additionally, they gather customer feedback to identify trends and contribute to product improvement initiatives. Their work directly impacts customer retention and satisfaction metrics.
Job Overview
We are seeking a dedicated Customer Support Specialist to provide exceptional service and support to our customers across the United States. This role requires a problem-solver who can effectively address customer inquiries, troubleshoot issues, and maintain high customer satisfaction through various communication channels including phone, email, and live chat.
Customer Support Specialist responsibilities include:
1. Handle 50+ daily customer inquiries via phone, email, and chat channels
2. Resolve technical issues using Zendesk and Salesforce CRM systems
3. Document and track customer interactions in our support ticketing system
4. Process returns, exchanges, and warranty claims following US consumer protection guidelines
5. Escalate complex issues to appropriate technical teams with detailed case documentation
6. Maintain 90%+ customer satisfaction scores through quality interactions
7. Identify and report recurring customer issues to product development teams
1. 2+ years of customer support experience in US market
2. Proficiency with CRM systems (Salesforce or Zendesk)
3. Excellent verbal and written communication skills
4. Ability to handle 8+ hours of phone support daily
5. High school diploma or equivalent
6. Typing speed of 45+ WPM
7. Availability to work flexible shifts, including weekends
Preferred Qualifications
1. Associate's or Bachelor's degree in Business or related field
2. Experience with e-commerce or SaaS support
3. Bilingual abilities (Spanish/English)
4. Previous remote support experience
5. Knowledge of US consumer protection laws (FTC regulations)
6. Experience with customer satisfaction metrics and KPIs
Bonus Skills
1. Technical certification (IT support, software troubleshooting)
2. Experience with advanced CRM features and automation
3. Quality assurance or training experience in support environment
4. Social media customer support experience
5. Process improvement or workflow optimization skills
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