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Customer Support Specialist
hace 2 meses
Job Summary
We are seeking an experienced Customer Support Specialist to join our team at JoVE. As a Customer Support Specialist, you will be responsible for providing top-notch support to our customers, troubleshooting technical issues, and ensuring that our customers have a seamless experience with our products.
Key Responsibilities
- Manage large volumes of incoming tickets and respond to customer inquiries in a timely and professional manner.
- Provide technical support to customers, including troubleshooting and resolving issues with our products.
- Triage tickets to the correct teams and ensure that customer issues are resolved efficiently.
- Follow established communication procedures and guidelines to ensure that customer interactions are handled in a professional and courteous manner.
- Build and maintain strong relationships with customers through open and transparent communication.
- Handle customer complaints and provide solutions and alternatives to resolve issues.
- Keep accurate records of customer interactions and process customer accounts in a timely and efficient manner.
Requirements
- 2+ years of experience in technical customer support.
- Excellent communication and interpersonal skills, both verbal and written.
- Ability to communicate technical information to both technical and non-technical personnel.
- Basic understanding of KPIs and metrics.
- Ability to work flexible hours based on business needs.
- Technical diagnostic and analytical skills, including basic mechanical skills.
- Basic understanding of frameworks such as Agile, ITIL, and COBIT.
- Proficiency with ticketing tools such as Zendesk, Jira, and Salesforce.
- Computer Science-related degree or equivalent experience.
Why Join JoVE?
As a Customer Support Specialist at JoVE, you will have the opportunity to work with a global team, contribute to the advancement of scientific research and education, and be part of a company that values innovation and collaboration.
