Call Center Support Specialist
Midware Technologies
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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About the role
- 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
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporthelp desk softwareremote support toolsCRM systemstechnical issue analysisproduct malfunction reportingfeature request sharingcustomer feedback gatheringtraining junior representatives
Soft Skills
communicationproblem-solvingmulti-taskingpatience
Certifications
BSc in Information Technologyrelevant diploma