Customer Support Specialist Job Description
Customer Support Specialist Duties & Responsibilities
To write an effective customer support specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Support Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Support Specialist
List any licenses or certifications required by the position: ITIL, CPP, FPC, ITSM, SQL, II, IAT, RHCSA, RHCE, MCSE
Education for Customer Support Specialist
Typically a job would require a certain level of education.
Employers hiring for the customer support specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Engineering, Technical, Business, Computer Science, Business/Administration, Information Technology, Associates, Computer Engineering, Computer Information Technology
Skills for Customer Support Specialist
Desired skills for customer support specialist include:
Desired experience for customer support specialist includes:
Customer Support Specialist Examples
Customer Support Specialist Job Description
- Distributor Shipment Support – Communicates with customer to understand preferred Inco terms, carrier, shipment requirements
- Custom product order creation and maintenance – interprets complex custom order requirements and contracts, translates into orderable units of subcomponents based on calculations and design requirements
- Creates and manages product returns, credit and debit memos in ERP system and updates SFDC CRM
- Validate accuracy of sales orders entered by peers for specified orders
- Deliver extensive industry and software expertise for the assigned nMarket software solution
- Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding
- Keeps informed of most recent trends and technologies
- Documents client issues including steps to reproduce, screenshots and testing results
- Conducts on-site client meetings when the need arises
- Provide support in the development and maintenance of standards, policies and procedures regarding customer service
- Leadership and management skills and experience and the ability to develop and motivate a team
- Awareness of operational people and performance management practices, including performance management
- Tenacity and be focused, resilient, results orientated and be able to respond to changing business conditions
- IT literate and have a knowledge of TOPS system, Outlook and Excel
- Ability to work as part of a team, on your own initiative to be able to make decisions relating to service delivery
- Confident, hardworking, honest and dynamic
Customer Support Specialist Job Description
- Promote positive customer service
- Multitask in a fast paced, interrupt driven, environment
- Processes refines and lubricant orders accurately and in timely manner
- Handles set-up, maintenance and update of StarCard customer accounts
- Handles customer inquiries for Order-to-Cash on credit concerns (eg
- Works with different business units including but not limited to Retail, C&I, Lubricants, Card Marketing, Pricing, Credits, Transportation & Operation (T&O) in resolving customer issues and concerns
- Answer and resolve merchant inquiries regarding equipment, balancing, card processing, and a variety of customer concerns
- Set-up, maintain and support of 2000+ merchant accounts
- Provide total customer care to all inbound customer calls, including collection, credit decisions, updating account information as appropriate, and follow all departmental policies and procedures
- Initiate outbound calls to merchants and cardholders to address various items
- Used to work with procedures, instructions and process workflows
- International commercial knowledge
- 2-3 years experience in servicing customers
- Extensive knowledge of bank operations, their systems and procedures
- Possess excellent knowledge of computer systems and PC applications
- Experience working with computer systems, PC's, and networks
Customer Support Specialist Job Description
- Account support, registration and access assistance, and troubleshooting users’ access issues by having a deep understanding of the applications
- Maintain data in the corporate item file the item maintenance menus from a variety of sources
- Provide APAC Customer Support team with Level 1 / 2 support to ensure that any Support queries coming from internal are dealt within timely manner, recorded in our database and within SLA
- Responds to phone calls of customer service nature and logging these calls in our Customer Relationship Management system, Salesforce
- Develops reports about customer service levels and key accounts (using data from online ticketing system, customer relationship management system, and the Internet), using these reports to keep supervisor informed
- Responds to customer service questions and inquiries using an online ticketing system
- Processes customer complimentary OpenStax College book requests and sends out complimentary copies
- Data entry of names and contact information into our Customer Relationship Management system, Salesforce
- 75% - Coordinating and fulfilling Customer Orders to ensure reliable supply of Product to Customer
- 15% - Working with Cluster Supply Chain to ensure uninterrupted supply of product to Cluster
- Proven ability to communicate effectively via printed material and on the telephone
- Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course study
- Previous experience working with customers is preferred
- Exceptional problem solving abilities - Ability to think on your feet!
- Team oriented, helpful, professional, focused and positive
- 2 years of experience in a customer service function strongly preferred
Customer Support Specialist Job Description
- Documents and logs all contacts and actions into call ticketing system (Parature) per established performance standards
- Uses internal resources to simulate customer environment and issues when possible
- Escalates Support / DEV issues unresolved to manager
- Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved, keeping the customer informed of the status of the issue per the customers preferred communication method and requested frequency of updates
- Works with DEV / Engineering on software testing and reviews to assist in Quality release
- Assist in creating technical documents, SOP’s and training material
- Provides work direction, problem resolution, and training to other technical support personnel
- Assist the internal teams by answering questions, providing technical information and conducting product demonstrations, both remotely and in person
- Involvement in company work groups who plan direction of Customer Support work processes and procedures
- Involvement in customer and company focus groups and product planning and review meetings
- Initial Training Period will require frequent travel to Munich
- This position will include national travel and very limited international travel to ensure the required systems and processes are integrated or implemented
- Handling a high volume of customer requests and multiplexing tasks/activities
- Working in an open team environment
- Work actively in co-operation with other teams
- Working with Office 365 and Salesforce
Customer Support Specialist Job Description
- Collaborate with the Communications department to create Agent-facing communications for any announcements made by Finance (e.g., policy changes)
- Create Customer Support policies and procedures
- Work with the Director of Operational Finance to create reporting around Customer Support (e.g., responsiveness, satisfaction, first contact resolution)
- Serves as escalation and helpline to call center for security and/or fraud related events
- Completes detailed diagnosis of member inquiries regarding potential identity theft and/or account takeover events
- Takes appropriate steps to secure member accounts and provides members with guidance and education related to identity theft protection and restoration
- Inbound and Outbound calls related to confirmed fraud and/or suspicious activity and takes appropriate action for resolution as needed
- Anticipate and perform administrative duties to meet needs of Global Customer Fulfillment Specialist and Parts Fulfillment team
- Screen and prioritize incoming requests, received via phone or email
- Process orders and quotes entry, validation and booking in accordance with applicable Order Rules
- The CISSP or MCSE qualifications would be useful for this role
- Highly motivated with ‘can do’ attitude, positive minded, energetic & proactive
- Act with honesty & integrity
- Be well organised and able to remain calm and focused under pressure
- Rational thinker
- Be flexible to working unsocial hours at times to manage escalations during weekends