Customer Support Specialist Job Description

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Customer Support Specialist

Customer Support Specialist responsibilities

  • Responding to customer queries in a timely and accurate way, via phone, email or chat
  • Identifying customer needs and helping customers use specific features
  • Analyzing and reporting product malfunctions

Customer Support Specialist Job Description Template

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.


  • 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


  • 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

Customer Support Specialist Job Description Examples

Technical Support Specialist • Adler University

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The Technical Support Specialist is responsible for supporting Adler University faculty, staff, and student technology requests as well as providing Audio/Visual equipment usage and content production assistance to faculty, staff, and students...

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Customer Support Specialist • Phillip Capital Inc.

Phillip Capital Inc. Employment Opportunity in Chicago

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Phillip Capital Inc. seeks a Customer Support Specialist interested in joining a self-clearing FCM and Broker Dealer. The Customer Support team works closely with FCM/BD clients and brokers on customer service issues and funding requests. The ideal candidate should have a respectful demeanor, enjoys helping ...

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Strategic Account Specialist (STAS) - Customer Service • EIS Legacy

EIS Legacy, LLC

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status...

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EIS is a leading North American distributor of process materials, production supplie...

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Customer Support Specialist • Boost Mobile Authorized Retailer


Through providing the best possible customer experience to its customers, Debit Connections (DCI) has become the Midwest leader in distribution of Boost Mobile products and services. DCI is committed to making employment within the organization as a unique and fulfilling place to work for every member of our team. If you are a self-motivated, hardworking individual who....

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