Customer Support Expert

Há 6 dias

Brasília, Distrito Federal, Brasil FullTeam Tempo inteiro
About the Role

FullTeam is seeking a highly skilled and customer-focused Virtual Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for addressing complex customer inquiries, providing specialized assistance, and ensuring a high level of satisfaction among our clients.

Key Responsibilities
  1. Subject Matter Expertise: Act as a subject matter expert on our products, services, and industry-specific knowledge to effectively address customer inquiries and concerns.
  2. Advanced Technical Support: Provide advanced technical support and troubleshooting assistance to customers experiencing complex issues, including software or hardware-related problems.
  3. Research and Analysis: Conduct in-depth research and analysis to resolve escalated customer issues, collaborating with internal teams and third-party vendors as needed.
  4. Personalized Solutions: Offer personalized solutions and recommendations to customers based on their unique needs, preferences, and usage patterns.
  5. Product Demonstrations: Deliver product demonstrations, training sessions, and educational materials to help customers maximize the value of our offerings.
  6. Trend Identification: Proactively identify trends or recurring issues among customer inquiries and escalate to the appropriate teams for further investigation and resolution.
  7. Process Knowledge: Maintain a thorough understanding of our customer support processes, policies, and SLAs, ensuring compliance and adherence to quality standards.
  8. Knowledge Base Management: Document and update knowledge base articles, FAQs, and troubleshooting guides to empower customers with self-service resources.
  9. Sensitive Situation Handling: Handle sensitive customer situations with professionalism, empathy, and discretion, seeking to resolve conflicts and build rapport with customers.
  10. Collaboration: Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to advocate for customer needs and drive improvements to our products and services.
Requirements
  1. Proven Experience: Proven experience in a customer support specialist or similar role, with a focus on providing advanced technical assistance and specialized support.
  2. Excellent Communication: Excellent communication skills in English, both verbal and written, with the ability to convey complex information in a clear and concise manner.
  3. Analytical and Problem-Solving: Strong analytical and problem-solving abilities, with a keen attention to detail and a methodical approach to troubleshooting.
  4. Technical Skills: Proficiency in using customer support software, CRM systems, and technical tools to manage inquiries, track interactions, and analyze data.
  5. Customer-Centric Mindset: Empathetic and customer-centric mindset, with a genuine desire to understand and address the unique needs of each customer.
  6. Adaptability: Ability to work independently and collaboratively within a team, with a proactive and adaptable approach to handling challenges and changing priorities.
  7. Availability: Availability to work flexible hours, including evenings, weekends, and holidays, to accommodate customer needs and business demands.
  8. Education: Bachelor's degree or equivalent experience in a technical field, such as computer science, information technology, or engineering, is preferred.

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