Call Support Representative

Overview

We are looking for a Support Representative to join our team and provide exceptional customer service by assisting clients with inquiries, resolving issues, and delivering a seamless experience. The ideal candidate will be an excellent communicator, empathetic, and capable of handling various customer needs while maintaining professionalism.

Key Responsibilities:
Customer Assistance: Respond to customer inquiries via phone, email, or chat, ensuring prompt and accurate answers to their questions.
Issue Resolution: Troubleshoot and resolve customer issues in a timely and efficient manner, escalating complex problems to the appropriate department when necessary.
Product Knowledge: Maintain in-depth knowledge of company products, services, and policies to provide accurate information and solutions to customers.
Record Keeping: Document customer interactions and issues using CRM software to track and follow up on resolutions.
Feedback Gathering: Collect customer feedback to help identify areas for service improvement and communicate these insights to the relevant teams.
Follow-up: Ensure customer satisfaction by following up on inquiries and resolutions to confirm that issues are fully resolved.
Team Collaboration: Work closely with other team members and departments to ensure a cohesive and consistent approach to customer support.
Training & Development: Stay up to date with new products, features, or company policies, participating in training sessions as needed.

 

Qualifications:
Experience: Previous customer service or support experience preferred.
Communication Skills: Excellent verbal and written communication skills; ability to listen, understand, and respond clearly.
Problem-Solving Skills: Strong analytical and troubleshooting abilities.
Empathy & Patience: A positive attitude and the ability to remain calm and professional under pressure.
Technical Aptitude: Proficiency in using CRM systems, helpdesk software, or related tools; basic understanding of the company’s products or services.
Time Management: Ability to manage multiple tasks efficiently and prioritize issues based on urgency.
Team Player: Strong collaboration skills, with the ability to work in a team-oriented environment.

 

Preferred Skills:
Experience with specific industry-related software or support systems.
Familiarity with technical troubleshooting or product-specific problem solving.
Ability to handle high-stress situations and de-escalate challenging interactions.