Email Support Executive

Responsibilities

Respond to customer queries in a timely and accurate way, via email or chat; Identify customer needs and help customers use specific features; Update our internal databases with information about technical issues and useful discussions with customers; 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 Product, Sales or 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

Nice to have

Familiarity with our industry