Customer Support Specialist at Neulogic Solutions Ltd

Job Description

• We 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 help desk software.
• Ultimately, you will help establish our reputation as a company that offers excellent customer support to clients.

Job Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report issues to appropriate department
• Update team members with information about technical issues and useful discussions with customers
•  Monitor customer complaints and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our technical, Sales and Marketing teams

Requirements

• B.Sc. Degree in Information Technology or relevant Diploma
• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases.