Customer Support Representative Job Description
As a Customer Support Representative, you will be responsible for handling customer inquiries and providing support through various channels such as phone, email, and chat. You will troubleshoot technical issues, assist customers in product usage, and guide them through the troubleshooting process. Additionally, you will maintain accurate records of customer interactions, follow up on unresolved issues, and collaborate with the team to improve customer support processes.
Responsibilities
- Provide prompt and courteous customer support through various channels including phone, email, and chat
- Troubleshoot technical issues and guide customers through the resolution process
- Resolve customer complaints and ensure customer satisfaction
- Document customer interactions and update customer records
- Escalate complex issues to the appropriate teams and follow up on resolution
- Collaborate with internal teams to improve customer support processes
- Stay updated with product knowledge and new features
Qualifications
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to handle multiple tasks and prioritize effectively
- Patience and empathy when dealing with customers
- Ability to work under pressure and meet targets
- Knowledge of customer support tools and CRMs
- Experience in a customer service or support role
Skills
- Effective communication
- Problem-solving
- Customer service
- Technical troubleshooting
- Documentation
- Time management
- Empathy
- Attention to detail