Opsworkx
Posted 1 year ago
About the Role
We are looking for an empathetic and detail-oriented Customer Support Agent to join our customer success team. In this role, you will serve as the primary point of contact for our customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. Your goal is to build strong relationships, provide efficient solutions, and maintain high levels of customer satisfaction.
Key Responsibilities
- Respond to Customer Inquiries:
Address customer questions and concerns via phone, email, live chat, or social media platforms in a professional and timely manner. - Resolve Issues:
Troubleshoot and resolve customer issues, escalating complex problems to higher-tier support when necessary. - Educate and Assist:
Provide guidance to customers on product usage, features, and best practices to help them get the most out of our services. - Document Interactions:
Accurately log customer interactions, issues, and resolutions in the customer relationship management (CRM) system. - Collaborate with Teams:
Work closely with internal teams, such as sales, product development, and technical support, to address customer feedback and improve offerings. - Monitor Feedback:
Gather and document customer feedback to identify trends and recommend solutions for improving the overall customer experience. - Stay Informed:
Keep up-to-date with product updates, company policies, and industry trends to provide accurate and relevant information to customers.
Requirements
- Education:
High school diploma or equivalent required; associate or bachelor’s degree in communications, business, or a related field preferred. - Experience:
- 1+ years of experience in customer service, support, or a related field.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk, HubSpot) is a plus.
- Skills:
- Strong verbal and written communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Empathy and patience when dealing with customer concerns.
- Technical Proficiency:
- Basic understanding of [industry-specific tools or products].
- Proficiency in Microsoft Office or Google Workspace.
- Soft Skills:
- Customer-focused mindset with a passion for helping people.
- Team-oriented with a willingness to learn and adapt.