Customer Support Specialist
We are seeking a highly skilled and customer-oriented individual to join Madgicx, a leading digital marketing platform, as a Customer Support Specialist. As a Customer Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients. The ideal candidate must have excellent English language skills, be tech-savvy, and possess a strong desire to help customers with their inquiries and technical issues.
What you will be doing
1. Provide outstanding customer service via phone, email, chat, and other communication channels.
2. Assist customers with product inquiries, technical issues, and troubleshooting.
3. Ensure prompt and accurate resolution of customer inquiries by utilizing appropriate resources and tools.
4. Act as the primary point of contact for customers, managing their requests and ensuring timely follow-up.
5. Identify and escalate complex or unresolved customer issues to the appropriate teams within the company.
6. Maintain thorough knowledge of Madgicx products, services, and policies to effectively address customer inquiries and provide appropriate solutions.
7. Document customer interactions, issues, and resolutions accurately and comprehensively in the CRM system.
8. Collaborate with cross-functional teams to improve customer support processes and procedures.
9. Contribute to the development of customer support resources such as FAQs, knowledge base articles, and user guides.
10. Stay up to date with industry trends, technological advancements, and product updates to enhance technical skills and provide up-to-date information to customers.
What you will bring to the table
Requirements:
1. Proven experience in a customer support or similar role, preferably in a technical or software-related field.
2. Excellent written and verbal communication skills in English. Fluency in additional languages is a plus.
3.Strong technical aptitude and ability to quickly learn and understand complex software systems and applications.
4. Hungry to learn with a hustler mindset.
5. Proficient in using customer support software, CRM systems, and other relevant tools.
6. Outstanding problem-solving and analytical skills with a strong attention to detail.
7. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
8. Empathetic and patient attitude towards customers, with excellent active listening skills.
9. Strong interpersonal skills and the ability to work well both independently and as part of a team.
10. Flexible and adaptable to changing business needs and customer demands.
11. Degree or diploma in a relevant field is preferred but not required.