Customer Support Specialist

Charta Group Inc.•Austin, TX

3h•$45,000 - $50,000•Onsite

About The Position

The Customer Support Specialist plays a pivotal role in engaging directly with our customers, representing the company's commitment to exceptional service. This role involves actively assisting customers in resolving a range of technical issues encountered with our products and services, from basic troubleshooting to navigating more advanced technical support related to our products. Key responsibilities include effectively resolving customer concerns, offering tailored solutions, and guiding users through our product's functionalities with clarity and patience. We seek a candidate who is not only an excellent communicator but also adept at earning our clients' trust through empathetic and knowledgeable interactions. Ultimately, the Customer Support Specialist is instrumental in upholding and enhancing our reputation for providing outstanding customer support, encompassing both pre and post-sale interactions.

Requirements

Minimum two years of technical and customer support experience
Excellent time management and prioritization skills
Extroverted, positive and social personality

Responsibilities

Communicate directly with clients and prospects in a professional, and friendly manner.
Be a friendly and knowledgeable product expert.
Provide introductory information to new customers.
Communicate the value of our products.
Assist with new client set up.
Answer help desk tickets and emails from customers in a timely manner.
Answer incoming calls to the support line.
Let clients know about additional products or services.
Determine the quickest, most effective way to answer a client’s questions.
Manage customer complaints from initial call to resolution.
Collaborate with the Operations team to troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to our internal partners and translating their business needs into client solutions.
Order entry and tracking of backordered items.
Communicate with Shipping team regarding expedited orders, changes made to orders, and other order updates as needed.
Enter Return Authorizations (RAs) in NetSuite.
Take ownership of Freshdesk tickets from the BC Returns Portal, as well as tickets assigned by account managers who need help with their customer's return or replacement shipment.
Update account managers and other internal teams about trends they see with returns (potential stock and quality control issues).
Inspect returns for quality issues as needed.
Be an active participant in Customer Service and other team meetings.
Analyze payment history/notes and communicate account information to client.
Check all information for accuracy before submitting requests to other departments/management.
Be responsible for meeting metrics/KPIs; the emphasis will be placed on overall account performance, retention, and feature adoption.
Maintain strict privacy and confidentiality.
Other duties as assigned.