Customer Support Specialist job description

This job description template of Customer Support Specialist is optimized for posting on online job boards, careers pages or portals to draw in suitable applicants, and are also easy to customize as per your company’s requirements.

Customer Support Specialist responsibilities include:

Assessing and reporting product malfunctions
Identifying customer needs and helping and updating customers about new and specific features
Ensuring timely response to customer queries via phone, email or chat

Job brief of a Customer Support Specialist

We are looking for an adequate and skilled Customer Support Specialist to assist our organization in helping customers with technical problems when using our products and services.

The responsibilities of a Customer Support Specialist include analyzing and resolving customer queries, recommending solutions and guiding product users through new and specific features and functionalities. The ideal candidate should have excellent communication skills with decent familiarity with the help desk software to help establish our reputation as a company that offers superior customer support during all sales and after-sales procedures.

Responsibilities of a Customer Support Specialist

Analyze and identify customer needs and help them in using specific features
Identify and inform superiors of product malfunctions by testing different scenarios or impersonating users
Aid in training junior Customer Support Representatives
Assess customer complaints on social media platforms and provide assistance
Ensuring timely response to customer queries via phone, email or chat
Share feature requests and practical workarounds with team members
Ensure appropriate follow-up with customers to guarantee the resolution of their technical issues
Keep customers updated on new features and functionalities
Regularly updating internal databases with information on technical issues and useful discussions with customers
Collect customer feedback and share with our cross-functional teams