Job Summary

Overview:
The Customer Support Officer will be responsible for providing exceptional support to our customers, ensuring their satisfaction with our products and services. This role involves addressing customer inquiries, troubleshooting technical issues, and maintaining a positive customer experience.

Key Responsibilities:

Customer Interaction:

Respond to customer inquiries via phone, email, and live chat.

Provide accurate and timely information about our products and services.

Manage and resolve customer complaints and issues efficiently.

Technical Support:

Diagnose and troubleshoot technical problems reported by customers.

Escalate complex issues to the appropriate internal teams.

Provide step-by-step guidance to customers for resolving technical issues.

Documentation:

Document customer interactions and technical issues in the support ticketing system.

Maintain detailed records of customer feedback and issues for continuous improvement.

Contribute to the creation and maintenance of FAQ documents and knowledge bases.

Customer Satisfaction:

Ensure high levels of customer satisfaction by delivering excellent service.

Follow up with customers to ensure their issues are resolved to their satisfaction.

Gather customer feedback to help improve products and services.

Qualifications:

Candidates must have 2-4 years’ experience as a customer support officer

Bachelor’s degree in a relevant field or equivalent experience.

Proven experience in a customer support role, preferably in the technology sector.

Strong technical aptitude with the ability to understand and explain technical concepts.

Excellent communication skills, both verbal and written.

Strong problem-solving skills and attention to detail.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Proficiency in using customer support software and tools.

Benefits:

Competitive salary and benefits package.

Opportunities for career growth and development.

Collaborative and innovative work environment.

Employee wellness programs and activities