WHAT DOES A CUSTOMER SUPPORT SPECIALIST DO?

Published: September 16, 2024 - The Customer Support Specialist effectively collaborates with internal departments to ensure prompt and accurate responses to customer inquiries. Manages inbound and outbound communication through calls, chat, and emails, keeping all relevant systems updated with customer correspondence details. Provides high-quality technical support, educates customers on product features, and negotiates quotations while contributing to technological project advancements.

A Review of Professional Skills and Functions for Customer Support Specialist

1. Customer Support Specialist Duties

  • Zendesk Management: Respond to and manage Zendesk support tickets.
  • Customer Training: Teach customers how to use SiteDocs and how they can achieve ongoing success.
  • Content Development: Create, update, and maintain the Help Centre and Walk-through guides.
  • Problem Resolution: Address and find solutions for customer product issues.
  • Feedback Collection: Collect product feedback from customers.
  • Activity Tracking: Track activities and conversations with precision and efficiency.
  • Sales Support: Provide support to the Sales Team, including building forms and setting up accounts.
  • Team Support: Provide support to other members of the Success Team.
  • Solution Delivery: Provide timely and successful delivery of solutions according to customer needs.
  • Efficiency Improvement: Provide suggestions on potential ways to improve efficiency.
  • Technical Advice: Provide real estate related technical advice and support to customers via phone & email.
  • Collaborative Onboarding: Collaborate with marketing and product functions to ensure optimal onboarding and retention of customers.

2. Customer Support Specialist Details

  • Inquiry Management: Handle incoming customer inquiries from request-to-resolution in a prompt manner.
  • Bug Documentation: Reproduce, document, and escalate technical bugs to development teams.
  • Multichannel Support: Provide service through a variety of channels (tickets, chat, community posts, and more).
  • Technical Setup: Set up SSL/IIS certificates and troubleshoot issues.
  • Internal Liaison: Liaison between customer and internal departments.
  • Improvement Identification: Identify areas of weakness and product/process improvement.
  • Contract Assessment: Tender and commercial contract assessment and check.
  • SAP Record Keeping: Keep orders in SAP record.
  • Production Tracking: Tracking with production and delivery status.
  • After-Sales Support: Follow up product returning and changing after sales from customers.
  • Account Management: Manage overdue account receivable.
  • Financial Coordination: Check collective payment with finance department.
  • Safety and Integrity Adherence: Living core values of safety and integrity, which means taking responsibility for own actions while caring for colleagues and the business.

3. Customer Support Specialist Responsibilities

  • Product Expertise: Be the product expert and open to learning all facets of the business, product, and service offer.
  • Stakeholder Communication: Clearly explain access technology and product details to stakeholders via email and phone.
  • Customer Service Excellence: Provide quick, knowledgeable, and “best-in-class” customer service to all stakeholders.
  • Customer Experience Coordination: Ensure a seamless customer experience from start to finish, including assisting Customer Success Managers in account coordination from Purchase Order to end-user usage.
  • Stakeholder Troubleshooting: Coordinate and troubleshoot with stakeholders.
  • Documentation Management: Create, compose, and manage Help Center documentation including editing existing articles and creating new ones when need arises/new features are released.
  • Trend Reporting: Update management on customer related trends and suggest improvements.
  • Issue Documentation: Document and report failures, product improvements & issues impacting customer satisfaction.
  • Inquiry Response: Respond to phone and e-mail inquiries.
  • Order Processing: Process new orders based on customer requests.
  • Order Tracking: Track open orders to ensure completeness in a prompt manner.
  • Pricing and Availability Checks: Checks pricing and verifies availability.

4. Customer Support Specialist Accountabilities

  • Rapid Response: Quickly and accurately respond to customer support tickets.
  • Client Satisfaction: Ensure the satisfaction of all clients that enter the inbox.
  • Product Expertise: Become an expert on all Brainbase products to offer in-depth technical knowledge to customers.
  • Material Maintenance: Assist in the creation and maintenance of template materials for Customer Success.
  • Process Development: Support the development and implementation of repeatable and scalable Customer Success processes.
  • Direct Communication: Speak with customers on the phone or video conference to answer support questions.
  • Collaborative Prioritization: Collaborate with the Product Team to help prioritize the roadmap based upon ticketing data.
  • Decision Tree Creation: Create decision trees for issue resolution.
  • Gap Identification: Identifying gaps in support and determine how to automate certain aspects.
  • Process Streamlining: Create a streamlined process to update support material as new functionality.
  • Issue Escalation: Escalate issues that require further assistance.
  • Trend Monitoring: Monitor trends in customer questions and assist data collecting for customer support.

5. Customer Support Specialist Functions

  • Interdepartmental Coordination: Liaise with other departments within the company as required to ensure accurate responses are provided.
  • Action Execution: Ensure any required actions are quickly and accurately taken relating to the nature of the correspondence, returning cases to the client.
  • System Updates: Ensure all required systems are kept updated with details of the customer’s correspondence, such as input of new order information and payment arrangements properly and accurately communicated to the finance team.
  • Multichannel Communication: Handle inbound and outbound telephone calls, chat, and email communication with customers and company supervisors who manage the order completion process.
  • Timely Responses: Answer customers' questions in a timely manner over chat messaging.
  • Customer Education: Help customers use features and teach them about new features and functionalities.
  • Quality Assurance: Provide high-quality responses to customers to ensure contentment.
  • Technical Support: Provide reliable solutions for various technical problems.
  • Quotation Preparation: Negotiate and prepare quotations for new customers.
  • Project Participation: Participate in advancing technological projects.
Relevant Information
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