Customer Support Specialist Role Overview
The role of a Customer Support Specialist involves providing assistance to clients through various means, including answering questions, troubleshooting technical problems, and guiding them through any technical issues they may encounter.
* Key responsibilities include managing large amounts of incoming requests, providing support to answer inquiries on products, accepting and handling technical requests, triage requests to the correct teams, following communication procedures, guidelines, and policies, providing accurate, valid, and complete information by using the right methods/tools, building sustainable relationships and trust with customers through open communication, handling customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keeping records of customer interactions, process customer accounts, and file documents.
Key qualifications and skills required for this position include:
* A Bachelor's degree in Computer Science or related field,
* 2+ years of demonstrable experience in customer support,
* Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate,
* Ability to communicate with both technical and non-technical personnel in a clear and easy fashion,
* Basic understanding of performance metrics,
* Attention to detail is key to this position,
* Must be able to accommodate flexible work schedules based on business needs,
* Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills,
* Understanding how to use a web browser console log in the debugging process,
* Understanding of Public/Priviate IP addresses and Domain names,
* Understanding what a Firewall does,
* What does a Proxy Server do,
* Understanding of the basics of Single Sign-On (SSO).