Customer Support Representative

Customer Support Specialist responsibilities include:

-Responding to customer queries in a timely and accurate way, via phone
-Identifying customer needs and helping customers use specific features
-Analyzing and reporting product malfunctions

Job brief

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Responsibilities

-Respond to customer queries in a timely and accurate way, via phone
-Identify customer needs and help customers use specific features
-Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
-Update our internal databases with information about technical issues and useful discussions with customers
-Share feature requests and effective workarounds with team members
-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

-Advanced knowledge of Romanian and English is a must
-Experience as a Customer Support Specialist or similar CS role would count as advance
-Familiarity with our industry is a plus
-Understanding of how CRM systems work
-Excellent communication and problem-solving skills
-Patience when handling tough cases
-Option for remote working from home available