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Customer Support Specialist

2 months ago

Chicago, Illinois, United States Synergy Interactive Full time

Job Summary:

We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Synergy Interactive. As a key member of our support team, you will be responsible for providing exceptional customer experiences through timely and accurate assistance.

Key Responsibilities:

  • Provide Support: Offer expert assistance to customers through various channels, addressing their inquiries and resolving issues efficiently.
  • Troubleshoot with Expertise: Diagnose and resolve technical problems related to our software's functionality, billing, and usage.
  • Collaborate Effectively: Work closely with internal teams to escalate complex issues and track their resolution.
  • Stay Knowledgeable: Maintain a deep understanding of our product to provide expert guidance and support to customers.
  • Drive Improvements: Identify trends in customer feedback to suggest process enhancements and contribute to ongoing product development.
  • Create Exceptional Documentation: Assist in developing comprehensive help guides, FAQs, and other support resources.
  • Deliver Exceptional Service: Exceed customer expectations by consistently delivering high-quality support and resolving issues promptly.

Requirements:

  • 2-4 years of customer support experience in a software or technology-related field.
  • Proficiency with web support tools and processes.
  • Excellent verbal and written communication skills, capable of explaining technical concepts clearly.
  • Experience with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
  • Strong problem-solving, organizational, and customer-focused skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Familiarity with software products and technical support is a plus.

Preferred Qualifications:

  • Experience leading or contributing to customer experience teams.