Customer Support specialist in TEAM International Services, Inc.

22 липня 2024

Customer Support specialist

Львів

The customer support specialist shall provide TEAM services in customer support.

Responsible for supporting and resolving tickets through CRM platforms via email, phone or chat, The CSS will be in charge of providing excellent customer support, analyzing and resolving level 1 issues in any of the services and products the client provides, troubleshooting, and escalate if necessary. Will be responsible for document mapping, setting up accounts, updating information daily, and providing feedback to team lead during daily meetings.

The customer support specialist will be responsible for the following tasks:

• Provide prompt and accurate responses to customers, within agreed time limits.
• Ask customers targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions until the issue is resolved.
• For complex problems requiring nuanced instruction, contact clients via phone and/or provide clear, written instructions and manuals and provide training if required.
• Take ownership of customer issues until a resolution is confirmed by the customer.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Filing accurate and timely reports regarding problems.
• Document knowledge in the form of notes and manuals.
• Documenting troubleshooting and problem-resolution steps.

Requirements:

• 1+ years of experience in similar roles.
• English written/speaking — Advanced is a must.
• Ability to read, understand and analyze requirements, and report any inconsistencies in requirements.
• Dedicated and self-motivated.
• Fast learning.
• Responsible and punctual.
• Be attentive to details.
• Be communicable and friendly.
• Basic knowledge of IT troubleshooting.
• Familiar with MS office suite.
• Excellent customer service attitude, being proactive, and willing to go the extra mile.
• Education: Technical or professional in administration, systems engineering, or international business.