Customer SuccessCustomer Support Specialist
Customer Support Specialist
The primary objective of a Customer Support Specialist is to ensure that customers have a positive experience with a company and its products or services. They achieve this by providing prompt and efficient customer service, troubleshooting issues, and resolving problems. In some cases, they may als... View More
Be an internal customer champion
Resolve customer onboarding issues within 2 to 4 hours
Reduce onboarding cycle time from 7 to 3 days
Get 5 on 5 customer rating on onboarding process post launch
Reduce onboarding tickets by 20%
Improve support documentation
Proactively document 5 new changes before they are released
Update help document for 5 repeat questions from customers
Update 5 knowledge base articles for feature changes
Increase CSAT from average 4 to 4.5
Proactively communicate to 5 customers on release of fixes.
For 3 repeat issues, proactively escalate to engineering team and help release fixes.
Resolve customer issues within 2 to 4 hours
Be courteous on email, chat, phone for 100% of the responses
Build product expertise
Update existing feature documentation for 5 features
Take 3 demos from product team
Document 5 features of the product
Participate in 5 customer demos
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