Customer Successchevron_rightCustomer 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

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track_changesBuild product expertise

tagParticipate in 5 customer demos
tagDocument 5 features of the product
tagTake 3 demos from product team
tagUpdate existing feature documentation for 5 features

track_changesIncrease CSAT from average 4 to 4.5

tagBe courteous on email, chat, phone for 100% of the responses
tagResolve customer issues within 2 to 4 hours
tagFor 3 repeat issues, proactively escalate to engineering team and help release fixes.
tagProactively communicate to 5 customers on release of fixes.

track_changesImprove support documentation

tagUpdate 5 knowledge base articles for feature changes
tagUpdate help document for 5 repeat questions from customers
tagProactively document 5 new changes before they are released
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