Customer Support Specialist-1

1 week ago

Cebu City, Philippines Dynata Full time

Overview

Customer Support Specialist

We are seeking a proactive and customer-focused Customer Support Specialist to join our growing Customer Care Support team. This role is responsible for delivering exceptional process and product-related assistance to our business clients, ensuring their satisfaction and success with our solutions. The ideal candidate will have strong communication skills, a problem-solving mindset, and a passion for helping customers thrive.

Responsibilities
  • Serve as the first point of contact for customers seeking support via phone, email, or chat.
  • Diagnose and resolve technical issues related to product functionality, use, and technology.
  • Provide guidance and training to customers on product features, best practices, and troubleshooting.
  • Collaborate with internal teams (Product, Technical Support, Enablement, Sales) to escalate and resolve complex issues.
  • Document customer interactions, feedback, and resolutions in the CRM system.
  • Contribute to the development and maintenance of support documentation and knowledge base articles.
  • Monitor and manage support tickets to ensure timely resolution and customer satisfaction.
  • Identify recurring issues and provide insights to improve product usability and customer experience.
Qualifications
  • 2+ years of experience in customer support, technical support, or a related role in a B2B environment.
  • Strong understanding of enterprise software, or technical platforms.
  • Excellent verbal and written communication skills.
  • Ability to troubleshoot and explain technical concepts to non-technical users.
  • Experience with CRM and ticketing systems (e.g.Jira, Salesforce).
  • Strong organizational skills and attention to detail.
  • Ability to work independently and collaboratively in a fast-paced environment.
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