We are looking for a Client Support Associate to assist our clients with technical problems when using our products and services.
Client Support Associate responsibilities include resolving client 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 establish our reputation as a company that offers excellent client support during all sales and after-sales procedures.
Responsibilities
- Respond to client queries in a timely and accurate way, via phone, email or chat
- Identify client needs and help clients use specific features
- Analyze and report product and service malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with clients
- Monitor client complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform clients about new features and functionalities
- Follow up with clients to ensure their technical issues are resolved
- Gather client feedback and share with our Product, Sales, and Marketing teams
- Assist in training junior Client Support Representatives
Requirements and skills
- Experience as a Client Support Associate or similar support role
- Familiarity with our industry is a plus
- 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
