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.

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:

Answering customer inquiries via phone, email, or live chat.
Assisting customers with product or service-related questions.
Providing technical support or troubleshooting assistance.
Resolving customer complaints or concerns in a timely and professional manner.
Escalating complex or unresolved issues to the appropriate team or supervisor.
Updating and maintaining customer records or databases.
Providing guidance to customers on how to use a product or service effectively.
Processing customer orders, returns, or refunds.
Identifying and reporting trends or patterns in customer issues to improve products or services.
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.

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Customer Support Specialist Job Description Examples

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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....