Customer Support Specialist

About the RoleWe are looking for a Customer Support Specialist to deliver exceptional service and ensure customer satisfaction by resolving issues efficiently. The ideal candidate will serve as the primary point of contact for customers, handling inquiries, troubleshooting problems, and providing accurate information about products or services.Key ResponsibilitiesRespond to customer inquiries via phone, email, chat, or ticketing systems in a timely and professional manner.Troubleshoot product or service issues and provide effective solutions.Maintain accurate records of customer interactions and resolutions in CRM systems.Escalate complex issues to the appropriate internal teams and follow up until resolution.Gather customer feedback and share insights with product and operations teams.Maintain a positive, empathetic, and professional attitude toward customers at all times.Meet performance targets for response time, resolution rate, and customer satisfaction.Assist in creating help articles, FAQs, and user guides to enhance customer self-service.Required Skills & QualificationsBachelor’s degree in Business Administration, Communication, or a related field (preferred).Excellent communication, listening, and problem-solving skills.Proficiency in CRM software (e.g., Zendesk, Freshdesk, HubSpot, or Salesforce Service Cloud).Ability to handle multiple queries simultaneously and remain calm under pressure.Strong written and verbal English (additional languages are a plus).Preferred SkillsExperience supporting SaaS, e-commerce, or technology products.Familiarity with ticketing systems, live chat, and call center tools.Knowledge of basic technical troubleshooting.Customer-centric mindset and attention to detail.