Customer Support Specialist II - Remote

Overview

As a Customer Support Specialist II, you will be a vital resource for our customers, delivering exceptional support and assistance. You will address complex inquiries, troubleshoot issues, and enhance the overall user experience, ensuring high customer satisfaction and fostering strong relationships.

In Short

• Provide high-level customer support through various channels: email, chat, and phone.
• Handle complex inquiries and resolve issues efficiently and effectively.
• Diagnose and troubleshoot product-related concerns with a customer-centric approach.
• Document and maintain accurate records of customer interactions and resolutions in the support system.
• Collaborate with cross-functional teams to identify and implement improvements in product functionality and user experience.
• Mentor and assist junior team members, sharing best practices and insights to improve team performance.
• Stay updated on industry trends and product developments to provide informed and relevant support.

Requirements

• Proven experience (3-5 years) in customer support or a related field, preferably in a fast-paced environment.
• Strong problem-solving skills with the ability to diagnose and address complex customer issues.
• Excellent verbal and written communication skills.
• Experience with ticketing systems, CRM tools, and help desk software.
• Familiarity with cloud-based solutions and technical concepts is a plus.
• Ability to manage multiple priorities and tasks efficiently.
• A proactive and customer-centric mindset with a passion for delivering exceptional service.

Benefits

• Hybrid working arrangements
• Competitive base salary
• Generous paid vacation
• Comprehensive benefits package, including medical, dental, and vision options applicable per country of residence for all full-time employees
• Access to free posture-based fitness workouts from home
• Paid sabbatical leave
• Training opportunities from PartnerHero and external providers
• 1-on-1 coaching, mentorship, and opportunities for cross-functional development