[Remote] Support Specialist

Note: The job is a remote job and is open to candidates in USA. Harris Computer provides mission critical software solutions for various sectors and is seeking a Support Specialist. In this role, you will serve as a key point of contact for customers, addressing inquiries and ensuring satisfaction while collaborating with internal teams to resolve issues and improve services.

Responsibilities

• Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person
• Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences
• Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers
• Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively
• Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner
• Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions
• Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes
• Document customer feedback and report recurring issues or trends to management for further action
• Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database
• Ensure that all customer interactions are logged and tracked for follow-up and service improvements
• Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution
• Follow up with customers after escalation to ensure their concerns have been addressed
• Build and maintain strong relationships with customers by providing exceptional service and personalized attention
• Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business
• Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery
• Contribute to team meetings or training sessions to discuss challenges and share best practices
• Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance
• Stay informed about any changes in policies, products, or services to accurately communicate information to customers
• Perform other tasks and assignments as needed

Skills

• 1+ year(s) of customer service experience in a technical environment or relevant experience
• Proven problem-solving abilities
• Proven verbal skills and exceptional written skills
• Experience in technical documentation
• Ability to multi-task effectively

Benefits

• 3 weeks' vacation and 5 personal days
• Comprehensive medical, dental, and vision benefits starting from your first day
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more

Company Overview

Company H1B Sponsorship