Basal Smart Solutions development we are obsessed with efficiency. From business processes, to automation, to infrastructure design, it’s all we think about. We not only know, but more importantly, we have seen business performance increase exponentially when process improvement and automation come together to unlock underutilized resources.
Basal Smart Solutions currently seeking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
-
Respond to customer queries in a timely and accurate way, via phone, email or chat
-
Identify customer needs and help customers use specific features
-
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
-
Update our internal databases with information about technical issues and useful discussions with customers
-
Monitor customer complaints on social media and reach out to provide assistance
-
Share feature requests and effective workarounds with team members
-
Inform customers about new features and functionalities
-
Follow up with customers to ensure their technical issues are resolved
-
Gather customer feedback and share with our Product, Sales and Marketing teams
-
Assist in training junior Customer Support Representatives
-
Experience as a Customer Support Specialist or similar CS role
-
Familiarity with our industry is a plus
-
Experience using help desk software and remote support tools
-
Understanding of how CRM systems work
-
Excellent communication and problem-solving skills
-
Multi-tasking abilities
-
Patience when handling tough cases
-
BSc in Information Technology or relevant diploma
-
401(k)
-
Dental insurance
-
Disability insurance
-
Health insurance
-
Life insurance
-
Paid time off
-
Referral program
-
Vision insurance
This is a remote position.