Customer Support Specialist Vantage Advisory

Position: Customer Support Specialist Job at Vantage Advisory

Vantage Advisory - 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 are recruiting to fill the position of:

Nationwide

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.

Requirements

Experience as a Customer Support Specialist or similar CS role

Experience using help desk software and remote support tools

Understanding of how CRM systems work

Excellent communication and problem-solving skills

Multi-tasking abilities

Patience when handling tough cases

Relevant degree or diploma

Familiarity with our industry is a plus.

Benefits
What you will get from us in return is:

A collaborative environment that pushes you to think beyond your boundaries

A diverse workload, keeping you continually stimulated

An open forum for expression of ideas

Diverse opportunities to expand your skills, learn newer ones

Opportunity for growth and leadership

Flexible working hours with remote working option.

Note:
Only successful candidates would be contacted.

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