Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What youll be doing:
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Identify and assess customer needs, troubleshoot issues, and provide appropriate solutions or escalate to the appropriate department if necessary.
Maintain a high level of product knowledge to effectively address customer questions and concerns.
Document all customer interactions and resolutions accurately and thoroughly in the companys CRM system.
Collaborate with other teams, including sales, marketing, and product development, to address customer issues and improve overall customer satisfaction.
Proactively identify opportunities to enhance the customer support process and contribute to continuous improvement initiatives.
Assist in the development of support materials, such as FAQs and knowledge base articles, to empower customers to self-serve when possible.
High level Hebrew speaker – both verbal and written.
Provide independent and high-quality responses to our customers via phone and email.
Identifying customer needs and helping customers use specific features
Analyzing and reporting product malfunctions.
Update our internal databases with information about technical issues and useful discussions with customers.
Gather customer feedback and share with our Product, Sales and Marketing teams.
Identify process and product inefficiencies, gather feedback, data and examples from customers and agents, and partner with product development organization to deliver innovative and technology focused solutions.
Service-oriented personality with a can-do attitude.
Detail-oriented and capable of handling multiple responsibilities.
Experience with Zendesk, Google Calendar, Gmail, and Slack – a big plus.
Strategic, Decisive, collaborative, innovative.
Strong problem solving / troubleshooting skills.
Familiarity with our industry is a plus.
Excellent communication and problem-solving skills.
Multi-tasking abilities.
