Customer Support Specialist - PiktoChart

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Requirements:

• 1-3 years of experience in Media/Tech supporting SaaS applications and working with Customer Support metrics.
• Fluent in English (written and spoken) with excellent communication skills.
• Proactive, takes initiative, and sees tasks through to completion without requiring constant oversight.
• Strong problem-solving skills and sound judgment in decision-making.
• A quick and agile learner with an empathetic approach to customer interactions.
• Open to giving and receiving feedback to continuously improve individual and team performance.
• Ability to work autonomously while collaborating effectively in a team environment.

Responsibilities:

• Provide top-tier support via email, live chat, and occasional phone/video calls.
• Manage and assist 60+ customers per day, ensuring a high level of customer satisfaction.
• Maintain quick first response time and efficient issue resolution while adhering to QA standards.
• Guide users through onboarding, ensuring they maximize Piktochart’s platform capabilities.
• Identify customer needs, research solutions, and offer alternative options with empathy and professionalism.
• Go the extra mile to resolve issues and provide an exceptional customer experience.
• Gather and analyze customer feedback through short user interviews and issue tracking.
• Escalate valuable insights and trends to the Product team with potential suggestions for improvement.
• Conduct logical troubleshooting and document resolution steps for developers.
• Ensure reported issues are fully resolved and effectively communicated to customers.