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Title
Text copied to clipboard!Senior Support Services Representative
Description
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We are looking for a dedicated and experienced Senior Support Services Representative to join our team. In this role, you will be responsible for providing advanced support and solutions to customer inquiries and issues. You will act as a key point of contact for our customers, ensuring their needs are met with efficiency and professionalism. Your role will involve handling complex cases, mentoring junior support staff, and contributing to the continuous improvement of our support processes. The ideal candidate will have a strong background in customer service, excellent problem-solving skills, and the ability to work in a fast-paced environment. You will be expected to maintain a high level of product knowledge, stay updated on industry trends, and provide feedback to improve our products and services. This position requires excellent communication skills, both written and verbal, as you will be interacting with customers through various channels including phone, email, and live chat. Additionally, you will be responsible for documenting customer interactions, escalating issues when necessary, and ensuring that all customer interactions are handled in accordance with company policies and procedures. If you are passionate about customer service and have a proven track record of success in a support role, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Provide advanced support and solutions to customer inquiries and issues.
- Handle complex cases and escalate issues when necessary.
- Mentor and train junior support staff.
- Maintain a high level of product knowledge.
- Document customer interactions and maintain accurate records.
- Contribute to the continuous improvement of support processes.
- Interact with customers through various channels including phone, email, and live chat.
- Ensure all customer interactions are handled in accordance with company policies and procedures.
- Provide feedback to improve products and services.
- Stay updated on industry trends and best practices.
- Collaborate with other departments to resolve customer issues.
- Monitor and report on support metrics and performance.
- Assist in the development of support documentation and resources.
- Participate in team meetings and training sessions.
- Maintain a positive and professional attitude at all times.
Requirements
Text copied to clipboard!- Bachelor's degree or equivalent experience in a related field.
- Minimum of 5 years of experience in a customer support role.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment.
- Proven track record of success in a support role.
- Experience with customer support software and tools.
- Ability to mentor and train junior staff.
- Strong organizational and time management skills.
- Ability to handle complex cases and escalate issues when necessary.
- High level of product knowledge.
- Ability to stay updated on industry trends and best practices.
- Strong attention to detail.
- Ability to work independently and as part of a team.
- Positive and professional attitude.
Potential interview questions
Text copied to clipboard!- Can you describe your experience in a customer support role?
- How do you handle complex customer issues?
- What strategies do you use to stay updated on industry trends?
- Can you provide an example of a time when you mentored a junior staff member?
- How do you ensure that customer interactions are handled in accordance with company policies?
- What tools and software have you used in previous support roles?
- How do you prioritize and manage your workload in a fast-paced environment?
- Can you describe a time when you provided feedback to improve a product or service?
- How do you handle difficult or irate customers?
- What do you believe are the key qualities of a successful support representative?