Support Specialist - Remote

Overview

The Support Specialist role involves resolving product or service issues efficiently and effectively through various communication channels while adhering to quality assurance standards.

In Short

• Resolve product or service problems via phone, email, or live chat.
• Clarify customer complaints and utilize available tools to address issues.
• Perform internal tagging to identify support drivers for the product team.
• Multitask to handle multiple customer inquiries simultaneously.
• Promote new products and offerings to meet client needs.
• Maintain customer satisfaction metrics of 90% or higher.
• Stay updated on product training to provide accurate assistance.
• Engage in monthly QA programs and performance evaluations.
• Provide constructive feedback on the customer support experience.
• Assist in documenting processes for continuous improvement.

Requirements

• High school graduate or equivalent.
• High standards of written and verbal communication in English.
• Ability to work in ADT.
• Familiarity with Google suite and web applications.
• Experience in a tech or fast-paced business environment.
• Experience in data entry or customer service.
• Passion for delivering exceptional customer service experiences.
• Strong personal communication skills.
• Ability to learn and interpret client requirements quickly.

Benefits

• 10 days vacation, accrued on service.
• 6 wellness days.
• IT equipment and work from home allowance.
• Healthcare Spending Account.
• Health & Dental Package.