About the Customer Support role
The Customer Support role is integral to our organization’s success as it is the primary point of contact for our customers. This remote position plays a crucial role in ensuring customer satisfaction and retention by providing timely and effective support.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat
- Provide product information and technical support
- Resolve customer issues and complaints
- Ensure customer satisfaction and retention
- Escalate complex issues to the appropriate department
- Proactively identify and address customer needs
- Document customer interactions and transactions
- Contribute to the knowledge base and FAQs
- Assist in customer onboarding and training
- Collaborate with cross-functional teams to improve customer experience
- Meet customer support KPIs and SLAs
- Participate in continuous improvement of support processes
- Conduct customer satisfaction surveys and analysis
- Stay updated on product knowledge and industry trends
Required Qualifications
- Proven work experience in customer support or a similar role
- Excellent communication and active listening skills
- Strong problem-solving abilities
- Empathetic and patient approach towards customers
- Ability to multitask and prioritize in a fast-paced environment
- Familiarity with CRM systems and help desk software
- Technical aptitude to troubleshoot basic technical issues
- Ability to work independently and remotely
- Strong time management and organizational skills
- High school diploma or equivalent; additional certification is a plus
- Ability to adapt to changing technologies and tools
- Experience working with global, diverse customer base
- Proficiency in using MS Office and support tools
- Adherence to data protection regulations and customer confidentiality
- Willingness to work flexible hours and occasional weekends
Skills: communication, multitasking, empathy, customer, customer support
About Company
Zeca Technologies is a provider of IT consulting and software development services incorporated in 2022. Our passion and entrepreneurial culture will ensure that we deliver for our customers in safety, quality and assurance – today and in the future.
