Our client is seeking an individual to support their research and accelerate their discoveries. As a Customer Support Specialist, you will play an integral role in increasing customer satisfaction and success with our products and services.
Front-facing Customer Support Specialist
- Assist the Customer Support Team in managing and responding to inquiries from the company’s Community
- Communicate directly with customers in a timely, professional, and friendly manner to resolve their questions and concerns
- Prepare content and materials for our Community, which may include newsletter content, forum content, and more!
Assist with operational aspects of Customer Support
- Work with the order fulfillment team to ensure customer orders are shipped in a timely manner
- Track warranty status of hardware and actively reach out to our community with warranty reminders Update warranty records and serial number information in our cloud-based CRM database
- Provide customers quotes and contracts for Customer Support items as needed Track the effectiveness and efficiency of Customer Success
- Track customer metrics for the team such as number of customers, customer type, number and types of devices purchased
- Track operational metrics for team such as customer satisfaction, response time, resolution time, support cost, etc.
Inspire Customer Success across the Company
- Advocate on behalf of our Community and work with the rest of the company to strengthen customer relationships
- Create company-wide culture of Customer Success
- Provide customer feedback and help drive continuous improvement