The Support Specialist is essential in providing technical assistance and customer service to ensure smooth operation of company products and services. This role contributes to customer satisfaction by resolving issues promptly and maintaining high-quality support standards.
- Respond to customer inquiries via phone, email, or chat.
- Diagnose and troubleshoot technical issues with products or services.
- Document all interactions in the support ticketing system.
- Collaborate with other teams for complex issue resolution.
- Provide feedback on recurring problems to improve product quality.
- Assist in creating user guides and FAQs for customers.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities with attention to detail.
- Proficiency in using help desk software like Zendesk or Freshdesk.
- Ability to work independently as well as part of a team.
The Support Specialist's performance is evaluated based on response time efficiency, resolution rate of customer issues, customer satisfaction scores, and contribution towards reducing repeat incidents through effective troubleshooting strategies.
Response Time
Maintain quick response times for incoming support requests.
Resolution Rate
Achieve high first-contact resolution rates.
Customer Satisfaction
Improve overall customer satisfaction scores through quality support
Reports to
Support Manager
Collaborates with
Product Development Team, Quality Assurance Team
Leads
- Zendesk
- Freshdesk
- JIRA
Associate degree in Information Technology or related field; 1-3 years experience in a technical support role preferred.
