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Customer Support Specialist Job Description 

three customer support specialists wearing headsets working at the office

Customer Support Specialists are in charge of responding promptly and accurately to customer queries through phone, email or chat.

They actively address customer complaints and issues related to products or services, aiming to resolve them efficiently. Beyond issue resolution, they guide customers through the completion of purchases, upgrades and returns, contributing to a seamless customer experience.

three customer support specialists wearing headsets working at the office
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Streamline your hiring process by downloading or copying our free Customer Support Specialist Job Description Template below.

Customer Support Specialist Job Overview

Join [Company Name] as a Customer Support Specialist and become an integral part of our team dedicated to providing exceptional support to our customers.

In this role, you will address customer queries with timeliness and accuracy, whether through phone, email or chat. Your responsibilities include identifying customer needs, guiding them through specific product features and analyzing and reporting any product malfunctions.

Your expertise will extend to assisting customers with purchases, upgrades and returns, coupled with the provision of valuable advice and technical assistance.

If you thrive in a role that combines problem-solving, effective communication and a dedication to customer satisfaction, we invite you to apply for the Customer Support Specialist position at [Company Name].

Salary: $16–$20/hour

Schedule: Full-time (40 hours per week), Monday–Friday, with the possibility of overtime beyond 40 hours per week

Customer Support Specialist Duties & Responsibilities

  • Address customer queries and concerns through various communication channels such as phone, email, chat, etc.
  • Provide assistance and guidance to customers in a professional and friendly manner
  • Recognize and resolve customer issues or complaints efficiently and effectively
  • Troubleshoot technical issues and provide solutions or escalate to the appropriate department
  • Acquire and maintain a deep understanding of the company’s products or services
  • Stay informed about product updates, features and changes
  • Keep detailed records of customer interactions, transactions, comments and complaints
  • Document common customer issues and create knowledge base articles for future reference
  • Communicate effectively with other team members and departments
  • Provide feedback to the product or development team based on customer interactions
  • Follow up with customers to ensure that their issues are resolved and that they are satisfied with the resolution
  • Identify opportunities to recommend additional products or services to meet customer needs
  • Promote loyalty programs or special offers to enhance the customer relationship
  • Collaborate with other customer support specialists to share knowledge and best practices
  • Work together to address challenging or escalated customer issues
  • Comply with all company policies and procedures in all customer interactions
  • Ensure compliance with relevant regulations and standards
  • Take part in training programs to improve knowledge and skills

Customer Support Specialist Experience Requirements & Skills

  • Proven experience in a customer support or service role
  • Familiarity with customer support software, ticketing systems and CRM tools
  • Exceptional verbal and written communication skills
  • Ability to convey technical information in a clear and understandable manner
  • Active listening skills to understand and address customer needs
  • Capability to empathize with customers and understand their perspectives
  • Ability to anticipate customer needs and take proactive measures to address them
  • Patient and calm demeanor, especially in challenging situations
  • Strong problem-solving skills to identify and resolve customer issues
  • Ability to think fast and adapt to different situations
  • Efficient time management and multitasking skills
  • Prioritization skills to address urgent issues promptly
  • Ability to collaborate seamlessly with other team members and departments
  • Willingness to share knowledge and contribute to team success
  • Flexibility to adapt to changing customer needs and evolving support processes
  • Willingness to embrace new technologies and tools
  • Customer-centric approach and a commitment to providing excellent service
  • Strong attention to detail in documenting customer interactions
  • Proficiency in foreign languages may (if applicable)

Customer Support Specialist Education & Qualification Requirements

  • High school diploma or equivalent
  • Relevant certifications in customer service or related fields can be advantageous

Customer Support Specialist Job Description Template — Free Download

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Related: How To Write a Job Description

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