What is a Support Specialist doing? Job description and responsibilities

What does a Support Specialist do?

The Support Specialist is responsible for providing technical assistance and support to customers, ensuring their satisfaction with the company's products or services. This role involves troubleshooting and resolving customer issues, as well as documenting and escalating complex cases to the Support Manager. The Support Specialist reports directly to the Support Manager and collaborates closely with other team members to deliver exceptional customer support.

Responsibilities of Support Specialist

• Provide technical support and troubleshooting assistance to customers via phone, email, or chat.
• Identify and resolve customer issues in a timely and efficient manner.
• Collaborate with cross-functional teams to escalate and resolve complex technical problems.
• Document and track customer interactions and resolutions in a CRM system.
• Conduct product demonstrations and trainings for customers to enhance their understanding and usage of our products.
• Assist in the development and maintenance of support documentation, including FAQs and knowledge base articles.
• Stay up-to-date with product updates and new features to effectively address customer inquiries.
• Collaborate with the product development team to provide feedback on customer pain points and suggest improvements.
• Participate in regular team meetings and training sessions to enhance technical knowledge and skills.
• Provide exceptional customer service and ensure customer satisfaction by going above and beyond to meet their needs.