Customer Service Specialist at Baaraku

Job Summary:

• Our client is looking for a qualified Customer Support Specialist to join our Customer Success team here and assist our customers with technical issues associated with our products and services.
• Your responsibilities include resolving customer questions, recommending technical 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 technical help desk software and express an interest to learn about the transportation IoT industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during Pilot tests and after-sales installs and diagnostics.

Research and identify solutions to software and hardware issues using tools provided.

Essential Responsibilities

• Track calls to resolution, within agreed time limits
• Receive in-bound calls from customers and provide superior service
• Listen to our customer’s concerns, solve problems, answer questions and work with them to find a resolution while showing empathy
• Because every customer is different, we expect you to take the initiative to truly understand our customers current challenges, solve them, and use your expertise to proactively help them avoid future challenges
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Document technical knowledge in the form of Knowledge Base articles within Salesforce
• Maintain courteous and professional relationships with clients
• Analyze 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 customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document using company tools

Experience

• Proven work experience as a Customer Support Representative, Desktop Support, or similar experience
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Salesforce)
• Ability to provide step-by-step technical help, both written and verbal
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Ability to work well under pressure
• Flexibility to potentially work shift hours

Other Requirements:

• Internet speed of at least 150 MBPS for downloads
• Reliable power supply and Backup
• Well Set-up home office space