Customer Service & Support Specialist

• Respond to customer queries in a timely and accurate way, via phone, email or chat
  
• Identify customer needs and help customers use specific features
  
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  
• Update our internal databases with information about technical issues and useful discussions with customers
  
• Monitor customer complaints on social media and reach out to provide assistance
  
• Share feature requests and effective workarounds with team members
  
• Inform customers about new features and functionalities
  
• Follow up with customers to ensure their technical issues are resolved
  
• Gather customer feedback and share with our Product, Sales and Marketing teams
  
• Assist in training junior Customer Support Representatives

Requirements:

• Bachelor’s degree in Business Administration, Communications, Marketing, or relatedfield.
• 2–4 years experience in customer service, administrative support, client relations, or marketing coordination.
• Ability to use the following tools: HubSpot, Salesforce, Zoho, Monday.com, Trello, Microsoft Teams, Slack, Zoom, Zendesk, Canva, Buffer, Hootsuite, Google Workspace and Microsoft 365.