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Customer Support Specialist
Lightcast, Russia
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Aug 7, 2023
Last Date
Sep 7, 2023
Location(s)
Job Description
Quick Summary: At Lightcast, we are seeking an experienced and dedicated Senior Customer Support Specialist to join our customer support team at the career level. As a Senior Customer Support Specialist, you will ensure our customers receive top-notch support and have a seamless experience with our products and services. Your expertise and problem-solving skills will be critical in resolving complex customer inquiries and contributing to our commitment to exceptional customer satisfaction.Major Responsibilities: - Customer Support Excellence:
- Provide outstanding customer support through various phone, email, and chat channels.
- Handle complex customer inquiries and issues, offering efficient and effective solutions.
- Ensure prompt and accurate responses to customer questions, demonstrating a deep understanding of our products and services.
- Technical Troubleshooting:
- Diagnose and resolve technical issues reported by customers, collaborating with internal teams when necessary to find optimal solutions.
- Troubleshoot software-related problems and guide customers through JIRA tickets.
- Knowledge Base and Documentation:
- Contribute to developing and maintaining a comprehensive knowledge base and support documentation.
- Keep up-to-date with product updates and new features to provide accurate and timely information to customers.
- Escalation Management:
- Identify and escalate critical issues to appropriate teams, ensuring timely resolution and follow-up with customers.
- Act as a point of contact for customers during escalation processes, providing status updates and reassurance.
- Customer Feedback and Insights:
- Gather customer feedback and insights, communicating valuable information to internal teams for continuous product and service improvements.
- Collaborate with cross-functional teams to address recurring customer issues and identify areas for improvement.
- Training and Mentorship:
- Assist in training new customer support team members and provide ongoing mentorship and guidance.
- Share best practices and knowledge to foster a collaborative and supportive team environment.
Skills/Abilities:- Proven track record of delivering exceptional customer service and resolving complex customer issues.
- Strong technical acumen and ability to troubleshoot software-related problems effectively.
- Excellent communication skills, both written and verbal, with a friendly and customer-focused approach.
- Detail-oriented with excellent organizational and time management skills.
- Demonstrated ability to handle multiple priorities and work effectively in a fast-paced environment.
- Working knowledge of SQL (Snowflake) is a plus, enabling data analysis and manipulation.
- Familiarity with CRM tools (e.g., Salesforce, Jira) is a plus, facilitating efficient ticket management and customer communication.
- Ability to understand clients’ unique needs and offer tailored solutions to address their challenges.
Education and Experience:- Bachelor’s degree in a relevant field or equivalent work experience.
- 4+ years of experience in a customer support or technical support role, preferably within the technology or software industry.
- Experience with knowledge base tools and documentation is a plus.
About Lightcast:Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.#LI-ER1 Job Specification
Lightcast
Information Technology and Services - Rome, Italy