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Customer Support Specialist

2 months ago

San Francisco, California, United States Code Ninjas of Houston, TX Full time
Job Description

At Code Ninjas of Houston, TX, we are seeking a highly skilled Customer Support Engineer to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service to our global clients via our help desk.

Key Responsibilities:

  • Customer Issue Resolution: Take full ownership of customer issues until they are resolved, ensuring that all relevant teams are aware of the problem-solving status.
  • Communication: Maintain a 'closed-loop' communication style to ensure that all relevant teams are informed of the problem-solving status.
  • SLA and Customer Service Standards: Ensure that Service Level Agreements (SLAs) and customer service standards are met by working with other technical teams to resolve tickets according to timelines and priorities.
  • Escalations: Raise escalations when necessary to ensure timely resolution of customer issues.
  • Knowledge Base Enhancement: Proactively enhance our knowledge base documentation based on questions in support issues to improve customer support and reduce resolution times.
  • Technical Support: Provide technical support to customers, utilizing strong analytical, troubleshooting, and problem-solving skills.
  • Team Collaboration: Work collaboratively with other technical teams to ensure seamless customer support.

Requirements:

  • Relevant Experience: Relevant experience in technical support is required.
  • Communication Skills: Strong communication skills, both written and verbal, are essential.
  • Analytical and Problem-Solving Skills: Strong analytical, troubleshooting, and problem-solving skills are required.
  • Team Player: A team player with a strong work ethic and self-motivation is necessary.