Customer Support Specialist [Dubai, UAE]

Job briefWe are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.Customer Support Specialist responsibilities include resolving customer queries recommending solutions and guiding product users through features and functionalities. To be successful in this role you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with the help desk software.Ultimately you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.ResponsibilitiesRespond to customer queries in a timely and accurate way via phone email or chatIdentify customer needs and help customers use specific featuresAnalyze 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 customersMonitor customer complaints on social media and reach out to provide assistanceShare feature requests and effective workarounds with team membersInform customers about new features and functionalitiesFollow up with customers to ensure their technical issues are resolvedGather customer feedback and share with our Product Sales and Marketing teamsAssist in training junior Customer Support RepresentativesRequirementsExperience as a Customer Support Specialist or similar CS roleFamiliarity with our industry is a plusExperience using help desk software and remote support toolsUnderstanding of how CRM systems workExcellent communication and problem-solving skillsMulti-tasking abilitiesPatience when handling tough casesBSc in Information Technology or relevant diplomaRequired Skills:CRM systems customer satisfaction customer service skill customer support effective communications effective listening#J-18808-Ljbffr