CX Specialist

1. Customer Support: ● Provide high-quality technical support and assistance to customers via phone, email, and chat regarding our IT products and services. ● Help customers navigate product features, troubleshoot technical issues, and process inquiries related to account management and billing. 2. Issue Resolution: ● Proactively identify and resolve customer issues, ensuring a quick turnaround on problem resolution and escalation to technical teams when necessary. ● Follow up with customers to ensure issues are resolved to their satisfaction and provide additional support as needed. 3. Customer Engagement: ● Engage with customers to understand their needs, gather feedback, and identify opportunities for product enhancement and customer satisfaction. ● Conduct satisfaction surveys and collect user insights to inform product development and improve service delivery. 4. Documentation and Reporting: ● Maintain comprehensive records of customer interactions and support tickets in the CRM system. ● Prepare regular reports on customer feedback, issue trends, and support metrics to aid in continuous improvement efforts. 5. Collaboration and Communication: ● Collaborate with cross-functional teams, including product management, sales, and technical support, to relay customer feedback and advocate for user needs. ● Participate in team meetings to share insights and strategies for enhancing the customer experience with our products.

Qualifications and Skills: ● Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. ● Experience: 1-2 years of experience in customer support, technical support, or customer experience roles, ideally within the IT product sector. ● Technical Skills: Proficiency in CRM tools, ticketing systems, and basic understanding of software products and IT solutions. ● Communication Skills: Excellent verbal and written communication skills, capable of conveying technical information to a non-technical audience. ● Problem-Solving Skills: Strong analytical skills with a solution-oriented approach to resolving customer issues and enhancing user satisfaction. ● Interpersonal Skills: Ability to build rapport with customers and collaborate effectively with diverse teams.