Job Description:
We seek a qualified Software Customer Support Specialist to ensure our customers have exceptional experience with SimpleMDG. You will provide top-notch technical support, assist in troubleshooting several types of technical issues, and offer professional guidance to help customers make the most of our product. Your dedication to customer happiness is crucial to our mission of delivering high-quality service and cultivating long-term customer relationships. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Responsibilities:
- Receive, analyze, and handle customer issues related to system usage, bugs, or incidents.
- Communicate/Engage with customers via email, portal, chat or call with clear, professional, and empathetic responses.
- Handle tickets end-to-end, aiming for first reply resolution when possible.
- Resolve common issues independently; coordinate with Support Squad for bug fixing and complex cases.
- Track ticket status, update customers regularly, and follow SLA and support processes.
- Maintain and improve internal and customer-facing knowledge base.
- Participate in shift/on-call rotation to support international customers when required.
