Technical Customer Support Specialist
About the job
Responsibilities:
- Be a product expert for clients, partners, and teammates.
- Process support requests coming in via various channels: live chat, email, video/VOIP.
- Conduct troubleshooting calls with customers if a phone call is a better option for quicker issue resolution.
- Contribute to the internal and external knowledge base and company blog.
- Reply to customer questions and comments on the public roadmap and review portals.
- Collect incoming feedback and pass it to the proper internal teammates.
- Achieve quick resolution time and stick to the SLAs Qase commits to for the Enterprise customers.
- Resolve difficult client interactions with grace while maintaining a great relationship with the client.
Requirements:
- At least 1 year of experience in a Customer Support role (or similar), preferably in a B2B SaaS company.
- Fluent written and spoken English is a must, additional languages will be a huge plus!
- Willingness to communicate with clients on a daily basis.
- Good understanding of modern software technologies, web development, API, QA in general, and testing automation.
- Ability to work independently and without supervision.
- Ability to quickly learn a software product.
- Conflict resolution skills.
- Strong client communication and peer-to-peer communication skills.
- Ability to explain complex concepts in simple words.
- Great attention to detail.
- Experience working with the following software products will be an advantage: Canny, Jira, Notion, Zendesk, Intercom (or similar chat, NPS and/or ticketing platforms).