Support Specialist

2 weeks ago

Limassol, Limassol, Cyprus BridgerPay Full time

Join our exceptional support specialist team and play a pivotal role in delivering top-tier customer satisfaction through exceptional technical and non-technical support. This position demands a customer-centric mindset, robust problem-solving abilities, and effective communication within our dynamic and evolving environment.

Responsibilities

  • Respond to customer queries in a timely and accurate way via 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 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
  • Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
  • Assist in training junior Customer Support Representatives
  • Immediately escalating serious complaints or issues that you are not equipped to deal with.
  • Liaising with colleagues or managers to find the best solutions to customers' issues.

Requirements:

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • The flexibility to work irregular hours, when required.
  • Superb written and verbal communication skills.

Qualifications:

  • Bachelor's degree in a relevant field, such as Computer Science or Information Technology, is preferred.
  • Relevant certifications are a plus.

Soft Skills:

  • Excellent communication skills, with the ability to effectively interact with customers and cross-functional teams.
  • Strong problem-solving abilities and a detail-oriented mindset.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Proactive attitude and willingness to learn and adapt to new technologies and integration methods.
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