Customer Support Specialist at Convo Communications

, , United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

26.5

Posted On

27 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Time Management, Problem Solving, Critical Thinking, Communication, Help Desk Software, CRM Software, Salesforce Sales Cloud, HubSpot, Zoom, Google Workspace, American Sign Language, Attention To Detail, Professionalism

Industry

Telecommunications

Description

About the role The Customer Support Specialist is responsible for answering customer queries and resolving issues via appropriate channels, maintaining knowledge of our products and services, obtaining customer feedback, and providing training to new hires. Demonstrates excellent time management skills and is passionate about customer service. What you'll do Provides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChat Provides general support and resolutions for customer-related concerns Assist customers with the registration process Accurately document all customer actions taken during the issue resolution process Ensure all customers are keenly aware of all products and unique features Respond to all customer complaints and concerns with urgency, professionalism and attention to detail Provide proactive support to customers by anticipating their support needs before they occur Assist with marketing related activities as needed Assist sales with call and email campaigns around new personal user sign-ups as time permits Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction Qualifications Minimum Requirements High school diploma or equivalent required. Associates or Bachelor’s degree from an accredited college or university highly preferred Intermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required 1-3 years experience in a customer service role is preferred Ability to think critically and act decisively in high-pressure or dynamic environments Skilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets) Sound judgment and excellent problem-solving skills A positive attitude and the ability to build relationships with clients The flexibility to work irregular hours, when required Superb written and verbal communication skills Fluency in American Sign Language required Additional Requirements Must have minimum network speed of 20 MBPS Upload/Download if working from home Occasional

Responsibilities

The Customer Support Specialist will provide timely front-line support to customers via multiple channels including Video Phone, Chat, SMS, and Email, focusing on resolving concerns and assisting with registration processes. Key duties also involve maintaining product knowledge, documenting customer actions, responding to complaints professionally, and proactively anticipating customer needs.