Customer Support Specialist I
Skills
- 2+ years call center experience, preferably SaaS or tech support.
- Familiarity with KPIs including AHT, CSAT, QA, and FCR.
- Technical proficiency with Salesforce, Five9, and troubleshooting online tools.
- Understanding of social media platforms related to small business marketing.
- Strong de-escalation and conflict resolution skills.
- Reliable internet and distraction-free workspace for remote work.
- Customer-first mindset with strong problem-solving skills.
- Retention-focused approach to support customer loyalty.
Responsibilities
- Handle inbound customer interactions professionally via phone with empathy and clarity.
- Use tools like Salesforce and Five9 to troubleshoot technical and account issues.
- Apply retention techniques to proactively resolve customer concerns and prevent churn.
- Educate customers on product functionality, marketing best practices, and self-help tools.
- Manage escalations by identifying critical issues and collaborating cross-functionally.
- Document all customer actions and interactions accurately in Salesforce.
- Follow remote work protocols including scheduled breaks and consistent availability.
- Collaborate with the team using communication tools such as Slack.
Benefits
- Health and welfare benefits including paid leave.
- Opportunities for career growth and professional development.
- Diversity and inclusion culture with educational programs.
- Paid time off and competitive benefits package.
- Flexible work model combining remote work and hybrid options.
Average salary estimate
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