Customer Support Specialist Job Description Template

What is a Customer Support Specialist?

Customer support specialists are responsible for assisting customers with inquiries, resolving issues, providing product information, and ensuring customer satisfaction. They handle customer complaints, troubleshoot problems, and guide users through product features.

A customer support specialist typically requires a high school diploma or equivalent. Strong communication skills and the ability to work under pressure are also essential.

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