Customer Success and Support Specialist

We are seeking a Customer Success Specialist to provide exceptional support and guidance to our customers. You will act as the primary point of contact, ensuring customers fully utilize our products, resolve technical issues, and have a positive experience.

Position : Remote / Onsite (depending on company policy)

Key Responsibilities

• Provide exceptional support to customers via email, chat, and phone, addressing product inquiries, technical issues, and general questions.
• Guide customers through the onboarding process, ensuring they understand and can effectively use our products.
• Act as the voice of the customer, providing feedback to the product team to improve features and usability.
• Identify opportunities for customers to get more value from our services and suggest upsell opportunities when appropriate.
• Troubleshoot and resolve technical issues, collaborating with the technical team to ensure timely resolution.
• Create and maintain documentation and knowledge base articles for customers.
• Track customer satisfaction metrics and take action to improve client relationships.
• Collaborate with sales and product teams to ensure customer needs are met.

Ideal Profile / Requirements

Skills Required

Customer Support, Saas, Technical Troubleshooting, Crm