Customer Support Specialist
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Key skills for this role
About the Role
We are hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high-quality support experience. You will manage cases end-to-end, coordinate across teams, and keep customers informed.
Key Skills for This Role
Responsibilities
- Create and manage cases in Salesforce
- Triage and prioritize incoming requests based on impact and SLA
- Respond to customers within 24 hours or less and provide proactive updates
- Coordinate with service, installation, and receivables teams to resolve issues
- Handle billing and invoice related inquiries and assist with discrepancies
- Investigate recurring issues, document findings, and recommend improvements
- Confirm customer satisfaction before closing cases
Requirements
- 2+ years in customer support, customer success, or service roles
- Experience with CRM tools (preferably Salesforce)
- Strong experience with case management and issue resolution
- Excellent written and verbal English communication
- Strong analytical and problem solving skills
- High attention to detail in documentation
- Ability to manage multiple cases simultaneously
- Familiarity with billing or receivables processes
Full Job Posting
About the Role
- We’re hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high quality support experience.
- This is not just responding to tickets — you will: Manage cases end to end, Coordinate across teams, Solve problems at the root, Keep customers informed throughout.
What You’ll Own
- Case Management & CRM Ownership: Create and manage cases in Salesforce, maintain clean records, document issues, updates, resolutions.
- Triage & Prioritization: Assess urgency, prioritize based on impact and SLA, track case ownership, ensure no case is left stagnant.
- Customer Communication: Respond within 24 hours, provide proactive updates, communicate clearly via email, phone, other channels.
- Internal Collaboration: Work with service, installation, and receivables teams; coordinate across departments; escalate when needed.
- Billing Support: Handle billing and invoice inquiries, assist with discrepancies, support follow ups on past due accounts, encourage auto billing.
- Problem Solving & Process Improvement: Investigate recurring issues, document findings, recommend improvements, help reduce repeat issues.
- Customer Experience Ownership: Confirm satisfaction before closing cases, ensure every interaction is professional, clear, positive.
Required Experience & Skills
- 2+ years in customer support, customer success, or service roles.
- Experience with CRM tools (preferably Salesforce).
- Strong experience with case management and issue resolution.
- Excellent written and verbal English communication.
- Strong analytical and problem solving skills.
- High attention to detail in documentation.
- Ability to manage multiple cases simultaneously.
- Familiarity with billing or receivables processes.
Key Metrics (KPIs)
- Case response time and resolution time.
- Customer satisfaction (CSAT).
- CRM accuracy and completeness.
- Consistency of follow ups and communication.
- Reduction in recurring issues.
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