Customer Support Specialist

A young and dynamic company in the FinTech industry is looking to employ a Customer Support  Specialist. The selected candidate will be smart and able to multi-task while handling the day-to-day queries of the customer. Must be able to work on own initiative and have at least 2 years of experience in a similar role using help desk software.

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)
• Provide recommendations on product improvements
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• 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
• Responsibility to escalate client issues to upper management
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives