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Technical Customer Support Specialist

Location: USA

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Mission

Cemantica is a software vendor in the Customer Experience domain that provides organizations around the world with the technology to manage their customer journeys. Cemantica is a family with a very international and friendly team spirit putting the Human in the heart of its activity.

We are looking for a full-time Customer Support Specialist to assist our customers with functional and technical issues they may encounter while 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 position our company as one that provides excellent customer support during and after the sales process.

The role reports to the Operations Director.

Responsibilities

  • Responding to customer queries in a timely and accurate way, via phone, email or chat
  • Identifying customer needs and helping them with the adoption of the tool
  • Analyzing and reporting product malfunctions
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Respond to customer queries in a timely and accurate way, via phone, email, or chat
  • Follow procedures, guidelines, and company policies
  • Update our internal CRM with information about technical issues and useful discussions with customers
  • Follow up with customers to ensure their technical issues are resolved
  • Identify customer needs and help them adopt the tool
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Share feature requests and effective workarounds with Operations
  • Gather customer feedback and share with our Product, Sales, and Marketing teams
  • Manage relationship with the success/account managers

Key activities

  • Environment setup
  • User management
  • Functional/Technical support (Tier 1)
  • Case management
  • Trouble shooting scenarios
  • Customer database updates

Requirements

  • Full English proficiency
  • +3 years prior experience working in a Helpdesk or similar experience in customer support positions

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