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


track_changesBe an internal customer champion

tagResolve customer onboarding issues within 2 to 4 hours
tagReduce onboarding cycle time from 7 to 3 days
tagGet 5 on 5 customer rating on onboarding process post launch
tagReduce onboarding tickets by 20%

track_changesImprove support documentation

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

track_changesIncrease CSAT from average 4 to 4.5

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

track_changesBuild product expertise

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