About the Role
The specialist will provide timely and accurate support to customers via phone and email, ensuring a high level of service and satisfaction.
Responsibilities
- Respond promptly to customer inquiries through phone and email
- Assist clients with order tracking and status updates
- Troubleshoot and resolve customer issues efficiently
- Document support tickets with accurate details
- Escalate technical problems to appropriate departments
- Maintain up-to-date knowledge of product offerings
- Follow company procedures for handling customer complaints
- Provide order modification and cancellation support
- Communicate delivery timelines clearly to customers
- Ensure data accuracy in customer account records
- Collaborate with internal teams to resolve service gaps
- Meet performance targets for response and resolution times
- Adhere to customer service best practices
- Report recurring issues to management for process improvement
- Assist in onboarding new support team members
- Maintain confidentiality of customer information
- Use CRM software to manage interactions
- Follow up with customers to confirm issue resolution
- Identify opportunities to improve customer experience
- Stay informed about manufacturing schedule changes
- Support after-hours requests as needed
- Handle warranty and return inquiries
- Assist with translation of technical terms when necessary
- Participate in team meetings and training sessions
- Maintain professional communication standards
Compensation
Competitive hourly rate
Work Arrangement
Remote
Team
Part of a distributed customer support team serving a US-based manufacturing organization
Technology Requirements
- Must have a computer with webcam and microphone
- Stable broadband internet connection with minimum 10 Mbps download speed
- Up-to-date operating system and web browser
- Ability to install and use company-approved support software
Work Hours
- Schedule includes availability during US Eastern Time business hours
- Occasional weekend shifts may be required
- Flexible start times within core coverage windows
- Must be available for team meetings in the morning ET
Not available
