SocialPilot Technologies - Customer Support Specialist

Key Responsibilities

• Respond to customer queries through multiple channels (email, chat, phone, and ticketing systems) with professionalism and empathy.
• Identify, investigate, and resolve customer issues, escalating complex cases to the appropriate teams when necessary.
• Provide accurate product or service information and walk customers through basic troubleshooting steps.
• Maintain detailed and organized records of customer interactions, feedback, and issue resolution using CRM and support tools.
• Monitor open support tickets and ensure all customer concerns are addressed promptly and effectively.
• Collaborate with internal departments (technical, product, sales, and operations) to resolve recurring issues and improve customer experience.
• Gather and document customer feedback and relay insights to the product and engineering teams for continuous improvement.
• Assist in the creation and maintenance of internal knowledge base and help center documentation.
• Ensure a consistent and high-quality support experience that aligns with company standards and brand voice.
• Meet individual and team performance goals related to response time, resolution time, customer satisfaction (CSAT), and ticket volume.

Required Skills & Qualifications :

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