404 Customer Support Specialist jobs in Chennai

Company Description

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Role Description

This is a full-time remote role for a Customer Support Specialist. The Customer Support Specialist will be responsible for providing exceptional customer support, ensuring customer satisfaction, and addressing technical support issues. Day-to-day tasks include responding to customer inquiries, troubleshooting issues, and working with other teams to resolve technical problems. The role requires maintaining detailed records of customer interactions and conducting follow-ups to ensure issues have been resolved successfully.

Qualifications

• Customer Support and Technical Support skills
• Interpersonal and Customer Satisfaction skills
• Analytical Skills
• Excellent written and verbal communication skills
• Ability to work independently and remotely
• Experience in the technology sector is a plus
• Bachelor's degree in a relevant field is preferred

Salary Range : INR 10,000 to INR 40,000

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate department when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve the customer experience and provide feedback to management.
• Maintain a high level of product knowledge and stay updated on new offerings.
• Adhere to service level agreements (SLAs) and quality assurance standards.
• Build rapport with customers and foster a positive relationship with the company.
• Assist with customer onboarding and guide them through service features.
• Contribute to the knowledge base by creating and updating support articles.
• Participate in team meetings and training sessions to enhance skills and share insights.

• High school diploma or equivalent; some college education or customer service training is a plus.
• Proven experience in customer service or a related support role (minimum 1-2 years preferred).
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric attitude.
• Reliable internet connection and a dedicated, quiet workspace.
• Experience with online communication tools (e.g., Slack, Zoom).
• A positive attitude and a team-player mentality.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues, guiding customers through step-by-step solutions.
• Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Develop and update customer support documentation and knowledge base articles.
• Mentor and train new customer support representatives.
• Identify trends in customer issues and provide feedback to improve products and services.
• Contribute to achieving departmental KPIs and customer satisfaction targets.
• Stay abreast of industry best practices and company product updates.

• Proven experience in a customer service or helpdesk role, preferably in a senior capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and support ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with (mention specific software/industry relevant tech, e.g., SaaS platforms, cloud services).
• A passion for delivering outstanding customer experiences.

• Provide high-level customer support via phone, email, and chat.
• Resolve complex customer inquiries and technical issues effectively.
• Guide customers through product usage and troubleshooting steps.
• Manage customer escalations and ensure satisfactory resolution.
• Train and mentor junior customer support representatives.
• Contribute to the creation of knowledge base articles and FAQs.
• Identify opportunities for service improvement and customer retention.
• Collaborate with other departments to address customer needs.

• Bachelor's degree in a relevant field preferred.
• 5+ years of experience in customer support, client relations, or technical support.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM and ticketing systems.
• Patient, empathetic, and customer-focused attitude.
• Ability to work effectively in a hybrid model.
• Team player with leadership potential.

• Provide advanced technical support and troubleshooting for customer inquiries and issues across various platforms.
• Respond to customer requests and resolve issues in a timely, accurate, and professional manner.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Escalate complex or unresolved issues to appropriate internal teams while maintaining ownership until resolution.
• Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
• Develop and maintain support documentation, FAQs, and knowledge base articles.
• Train and mentor new and junior customer support representatives.
• Contribute to the development and implementation of new support strategies and tools.
• Ensure customer satisfaction by delivering high-quality support and service.
• Act as a subject matter expert for specific product lines or service areas.
• Adhere to all company policies and procedures, including data privacy and security guidelines.

• Associate's or Bachelor's degree in a relevant field, or equivalent practical experience.
• Minimum of 4 years of experience in customer support or technical helpdesk roles, with at least 1-2 years in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Experience with remote support tools and methodologies.
• Ability to remain calm and professional under pressure.
• Self-motivated and able to work independently in a remote environment.
• A genuine passion for helping customers and delivering outstanding service.

• Handling escalated customer inquiries via phone, email, and chat, providing timely and accurate solutions.
• Troubleshooting and diagnosing technical issues, guiding customers through step-by-step solutions.
• Documenting customer interactions, issues, and resolutions meticulously in our CRM system.
• Identifying recurring customer issues and providing feedback to the product development and engineering teams for systemic improvements.
• Mentoring and training junior support staff, sharing best practices and product knowledge.
• Developing and updating knowledge base articles, FAQs, and customer support guides.
• Collaborating with cross-functional teams to ensure swift resolution of complex customer problems.
• Maintaining a high level of customer satisfaction, measured by customer feedback and service level agreements.
• Proactively identifying opportunities to enhance the customer support process and customer experience.
• Staying up-to-date with product updates and industry trends to provide informed support.
• Ensuring adherence to company policies and procedures in all customer interactions.

• Handle and resolve complex customer inquiries and complaints via phone, email, and chat.
• Provide advanced technical support and troubleshooting for product-related issues.
• Escalate unresolved issues to appropriate departments, ensuring timely resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Mentor and train junior customer support representatives.
• Analyze customer support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams (e.g., product, engineering) to address customer feedback and bug reports.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Contribute to the continuous improvement of customer support processes and tools.
• Act as a primary point of contact for VIP clients, ensuring their needs are met.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3-5 years of experience in a customer service or technical support role.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to work effectively in a hybrid environment.
• Demonstrated leadership potential or experience in mentoring.