Customer Support Specialist at Vantage Advisory

Job Summary

• We are looking for a Customer Support Specialist to assist our customers with technical and product issues.
• This role includes resolving customer queries, recommending solutions, guiding product users through features and functionalities, as well as up-selling other products.
• 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 before, during and after-sales.

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 product malfunctions (for example, by testing different scenarios or impersonating users)
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Upsell and cross-sell our other products
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media 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 issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives.

Requirements

• Experience as a Customer Support Specialist or similar CS role
• 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
• Relevant degree or diploma
• Familiarity with our industry is a plus.

Benefits
What you will get from us in return is:

• A collaborative environment that pushes you to think beyond your boundaries
• A diverse workload, keeping you continually stimulated
• An open forum for expression of ideas
• Diverse opportunities to expand your skills, learn newer ones
• Opportunity for growth and leadership
• Flexible working hours with remote working option.