Position: Customer Support
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).
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 technical issues are resolved.
Gather customer feedback and share with our Product, Sales, and Marketing teams.
Assist in training junior Customer Support Representatives.
Candidates should have at least 1 or 2 years of experience in the related field.
Experience as a Customer Support Specialist or similar CS role.
Familiarity with our industry is a plus.
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.
Individuals working in the education and publication field would be of advantage. To apply send your CV at firstname.lastname@example.org.