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:
Job Title: Customer Support Specialist
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.
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.
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
Patience when handling tough cases
Relevant degree or diploma
Familiarity with our industry is a plus.
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.