Customer Support Specialist - English

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Requirements:

• At least 2 years of customer support experience.
• Fluent in English.
• Experience working with case/ticket management systems like Salesforce and Zendesk.
• Excellent communication and problem-solving skills.
• Ability and willingness to work independently and within a team.
• Proactive attitude and attention to detail.
• Multi-tasking abilities.

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• Analyze and report product malfunctions.
• Proactively engage with customers to solve issues before they become problems.
• Follow up with customers to ensure their technical issues are resolved.
• Identify customer needs and help customers use specific features.
• Share feature requests and workarounds with team members.
• Gather customer feedback and share with Product, Sales, and Marketing teams.
• Update internal databases with information about technical issues.
• Collaborate with the Product team to maintain help center articles.
• Keep communication with external stakeholders.
• Own physical cards’ delivery tracking system.
• Work closely with Customer Success Specialists on activation and retention.
• Engage customers actively.