Job Description
Our client, a leading innovator in digital solutions, is seeking a highly skilled and motivated Senior Customer Support Specialist to join their dynamic, remote-first team. This is an exceptional opportunity to contribute to a company that values customer satisfaction and employee growth. As a Senior Customer Support Specialist, you will be the primary point of contact for customers, providing expert assistance and resolving complex issues with efficiency and empathy. Your role will involve managing incoming support requests via multiple channels, including email, live chat, and phone, ensuring timely and accurate responses. You will be responsible for troubleshooting technical problems, guiding users through product features, and escalating issues to the appropriate internal teams when necessary. Furthermore, you will play a key role in developing and updating our knowledge base, creating FAQs, and contributing to the continuous improvement of our support processes. The ideal candidate will possess strong analytical and problem-solving skills, with a keen eye for detail. You should be adept at communicating technical information to non-technical users and possess a patient and customer-centric approach. Experience with CRM software and ticketing systems is essential. This fully remote position offers the flexibility to work from anywhere within Nigeria, allowing you to achieve a perfect work-life balance. You will be part of a collaborative environment where your contributions are recognized and rewarded. We are looking for individuals who are proactive, self-disciplined, and passionate about delivering outstanding customer experiences. If you thrive in a remote setting and are eager to make a significant impact, we encourage you to apply. The role demands a thorough understanding of customer service best practices and a commitment to upholding the highest standards of service excellence. You will also be involved in analyzing customer feedback to identify trends and areas for product enhancement.
Responsibilities: Handle and resolve customer inquiries and issues via email, chat, and phone. Provide technical assistance and troubleshoot product-related problems. Guide customers through product features and functionalities. Escalate complex issues to relevant departments (e.g., technical support, product development). Document customer interactions and resolutions in the CRM system. Develop and maintain knowledge base articles, FAQs, and user guides. Analyze customer feedback to identify areas for service and product improvement. Contribute to team efforts and collaborate with colleagues to achieve support goals. Proactively identify opportunities to enhance the customer experience. Stay up-to-date with product updates and industry best practices.
Qualifications: Proven experience in a customer service or technical support role. Excellent communication, interpersonal, and active listening skills. Strong problem-solving and analytical abilities. Proficiency with CRM software and helpdesk ticketing systems. Ability to explain technical concepts clearly to diverse audiences. Self-motivated and able to work independently in a remote setting. High school diploma or equivalent; relevant certifications are a plus. Demonstrated commitment to customer satisfaction. This role is based in Ado-Ekiti, Ekiti, NG , but is a fully remote position.