Customer Support Representative

Job Summary
The career objective of the Customer support is to respond to customer requests and issues as quickly and with as little friction as possible.
Minimum Qualification:
Degree
Experience Level:
Entry level
Experience Length:
No Experience/Less than 1 year
Job Description
Objectives
Customers should be able to reach out to customer support across a variety of different channels and quickly get a response from customer support. At the end of the first three months, you should be able to:
Understand our company: Fully understand the’ product offerings and customers.
Be speedy: Resolve tickets efficiently and kindly with minimal assistance from peers.
Prioritize quality: Achieve a personal customer effort score average of at least 7 of 10.
Master technology: Fluently utilize our internal suite of support tools and CRM software.
Responsibilities
The customer support rep would be responsible for
Answering phone calls, live chats, emails, web tickets, and social media messaging incoming from customers.
Providing relevant feedback to customer inquiries and resolving customer complaints as quickly and kindly as possible.
Reaching out to customers with company communications, new product offers, and proactive troubleshooting.
Scope of customer service
In this entry level role, the customer support rep would be the first point of contacts for customers and would engage with them through a combination of:
Live call answering:
Live social media chats: Especially for customers who would prefer not to make calls, this option allows web users instantaneous access to customer service. Overall, live chat is the most popular customer support method
Emails: Using email customer support, customers can ask questions about your product while they’re setting up meetings, browsing newsletters, and coordinating projects.
The focus is on creating value for the customer and the company over the longer term. On a daily basis, the rep would be expected to use their resourcefulness to team up with the internal developers to further assist customer’s set up and use of product. The rep would also be expected to track leads/complaints and to document troubleshooting/problem resolution steps via an Excel based ticketing system.