Customer Support Specialist (l3)

Description:

Looking for a Customer Support Specialist (L3) to assist our customers with technical problems.
Customer Support Specialist (L3) responsibilities include resolving customer queries, recommending solutions, and guiding 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.

Responsibilities
Contact Customers (Via tickets, phone, chat or email)
Identify customer needs and help customers use specific features
Update line manager with information about technical issues and useful discussions with customers
Monitor customer complaint
Create Knowledge base
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback
Assist in training junior Customer Support Representatives

Requirements and skills
Experience as a Customer Support Specialist (L3) or similar CS role
Good knowledge of Cloud, Network & Systems
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
Professional certs