Customer Support Specialist

We are a boutique consulting firm enabling organizations achieve optimal results. We support and enable Startups as well as Growing Businesses. Having been and still in that position, we are here to make the journey smoother for others from Idea to Exit. We cut out the jargon and enable entrepreneurs birth the next big thing efficiently. We add value. For projects to be completed, rather than charge an hourly rate we put the focus on quantifiable business outputs. That way, we justify our cost based on more direct return on investment calculations at all operational levels.
Job Title: Customer Support Specialist
Job Summary
We are looking for a Customer Support Specialist to assist our customers with technical and product issues.
This role includes resolving customer queries, recommending solutions, guiding product users through features and functionalities, as well as up-selling other products.
To be successful in this role, you should be an excellent communicator who's able to earn our clients trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support before, during and after-sales.

Responsibilities
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Upsell and cross-sell our other products
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
Assist in training junior Customer Support Representatives.