Work Location:  Currently Remote

 Job Type:   Full-time

 About Us:

We are a software product development startup company offers innovative solutions across industries. We are committed to delivering exceptional service and building long-lasting relationships with our clients. To maintain our high standards of customer satisfaction, we are looking for a dedicated Customer Support Specialist to join our team. If you have a passion for helping others and resolving technical issues, we want to hear from you!

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Job Description:

As a Customer Support Specialist at Triune TechMentors LLP, you will be the first point of contact for our clients, ensuring that their queries and issues are addressed efficiently and professionally. You will play a critical role in maintaining customer satisfaction by providing timely, accurate, and empathetic support. This role requires excellent communication skills, problem-solving abilities, and a customer-first mindset.

Key Responsibilities:

• Respond to customer inquiries via email, phone, and chat in a prompt and courteous manner.
• Diagnose and troubleshoot basic technical issues, escalating complex problems to the relevant departments when necessary.
• Track, document, and manage customer issues using ticketing systems, ensuring timely resolution and customer follow-up.
• Collaborate with internal teams, including development, sales, and marketing, to provide accurate information and resolve customer issues.
• Educate customers on product features, functionalities, and updates, guiding them through product usage.
• Assist in creating and updating customer support materials such as FAQs, knowledge base articles, and video tutorials.
• Collect customer feedback and identify areas for product or service improvement.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Continuously strive to improve customer satisfaction and support processes.
• Stay updated on company products, services, and industry trends to provide informed assistance to clients.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field.
• Experience: 1-3 years of experience in customer support, help desk, or a related role.
• Required Skills:
  • Strong written and verbal communication skills.
  • Ability to troubleshoot technical issues and understand basic IT concepts.
  • Experience using customer support software (e.g., Zendesk, Freshdesk, or similar).
  • Familiarity with CRM systems for tracking customer interactions.
  • Strong organizational skills and ability to prioritize tasks effectively.
  • Patience, empathy, and a passion for helping others.
• Bonus Skills:
  • Experience in tech or SaaS customer support.
  • Knowledge of ITIL or other customer service best practices.
  • Ability to speak multiple languages is a plus.

Soft Skills:

• Excellent interpersonal skills with a focus on customer satisfaction.
• Problem-solving mindset with a proactive approach.
• Strong attention to detail.
• Ability to work independently as well as in a team.
• Willingness to learn and adapt to new systems and processes.