Customer Support Specialist Job Description Template

Use this Customer Support Specialist job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.

Customer Support Specialist Job Description Template

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Job Brief

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. 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 during all sales and after-sales procedures.

Responsibilities

  • 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

Requirements

  • 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
  • Multi-tasking abilities
  • Patience when handling tough cases
  • BSc in Information Technology or relevant diploma

What does Customer Support Specialist do?

A Customer Support Specialist is responsible for responding to customer inquiries, resolving issues, and providing support to customers. On a day to day basis, their tasks may include:

  1. Answering customer inquiries via phone, email, or live chat.
  2. Assisting customers with product or service-related questions.
  3. Providing technical support or troubleshooting assistance.
  4. Resolving customer complaints or concerns in a timely and professional manner.
  5. Escalating complex or unresolved issues to the appropriate team or supervisor.
  6. Updating and maintaining customer records or databases.
  7. Providing guidance to customers on how to use a product or service effectively.
  8. Processing customer orders, returns, or refunds.
  9. Identifying and reporting trends or patterns in customer issues to improve products or services.
  10. Collaborating with other teams, such as sales or product development, to resolve customer issues or improve overall customer experience.

Overall, a Customer Support Specialist aims to ensure customer satisfaction by addressing their needs and concerns promptly and effectively.

Customer Support Specialist Job Description Examples

Senior Customer Service Specialist• DAIRY FARMERS OF AMERICA

Job TitleSenior Customer Service SpecialistLocationRichmond, IndianaDescription...

Responsibilities include:• Interacts with customers via the phone, online and email daily• Provides information in response to inquiries about accounts, products, and services• Handles customer complaints, special orders, or other issues that arise• Works independently to resolve customer service and routi...

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Floating Customer Service Representative (Csr)/Teller Support...• Community Bank System, Inc.

Overview:

At Community Bank System, Inc. (CBSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 230 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer wealth management....

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Customer Support Specialist• Modernizing Medicine, Inc.

The backbone of the healthcare system is communication — between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies.

But healthcare communication today is broken. It's disconnected, siloed, antiquated, and highly inefficient....we're trying to fix that...

Klara's mission is to transform commun...

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Customer Support Specialist• Tetra Tech

Tetra Tech AMT is looking for a Customer Support Specialist

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