CUSTOMER SUCCESS SPECIALIST
We're actively looking for a dedicated Customer Success Specialist to play a pivotal role in ensuring our customers' satisfaction, proactively addressing inquiries, and identifying opportunities to enhance their experience with our products and services, fostering strong and lasting relationships.
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Responsibilities:
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Provide technical assistance and support for incoming queries and issues related to the OptiSigns application.
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Respond to end-user inquiries and issues through our ticket platform, escalating to Zoom calls when needed.
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Suggest changes to technical documents and help desk articles.
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Ask questions to determine the nature of the problem.
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Walk customers through the problem-solving process.
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Run diagnostic, and troubleshooting on Windows, Android, and other devices
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Follow up with customers to ensure the issue has been resolved.
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Gain feedback from customers about application usage
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Run reports to determine malfunctions that continue to occur.
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Escalate issues to designated tier 2 staff as necessary.
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Requirements:
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Preferred experience in a Customer Support Specialist role or similar customer service capacity.
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Knowledge of the digital or software industry is advantageous.
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Exceptional professional-level English communication skills.
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Quick learner with proficiency in using various office software solutions.
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Familiarity with contact center and CRM technology is a plus.
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Strong problem-solving and time-management skills are essential.
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Possession of an Associate degree or equivalent.
