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Customer​ ​Support​ ​Specialist

A​ ​Customer​ ​Support​ ​Specialist​ ​will​ ​act​ ​as​ ​a​ ​liaison,​ ​provide​ ​product/services​ ​information​ ​and​ ​resolve​ ​any emerging​ ​problems​ ​that​ ​our​ ​customers​ ​might​ ​face​ ​with​ ​accuracy​ ​and​ ​efficiency.​ ​You​ ​will​ ​provide​ ​accurate technical​ ​service​ ​before​ ​and​ ​after​ ​the​ ​point​ ​of​ ​sale,​ ​ensuring​ ​customer​ ​satisfaction.

Description of Duties & Tasks

Essential duties and responsibilities include the following. Other duties may be assigned:

● Manage​ ​incoming​ ​calls​ ​and​ ​customer​ ​service​ ​inquiries

● Identify​ ​and​ ​assess​ ​customers’​ ​needs​ ​to​ ​achieve​ ​satisfaction

● Build​ ​sustainable​ ​relationships​ ​and​ ​trust​ ​with​ ​customer​ ​accounts​ ​through​ ​open​ ​and​ ​interactive communication

● Provide​ ​accurate,​ ​valid​ ​and​ ​complete​ ​information​ ​by​ ​using​ ​the​ ​right​ ​methods/tools

● Collect​ ​valuable​ ​diagnostic​ ​information​ ​for​ ​development​ ​team​ ​to​ ​solve​ ​issues

● Handle​ ​customer​ inquiries,​ ​provide​ ​appropriate​ ​solutions​ ​and​ ​alternatives​ ​within​ ​the​ ​time​ ​limits; follow​ ​up​ ​to​ ​ensure​ ​resolution

● Keep​ ​records​ ​of​ ​customer​ ​interactions

● Follow​ ​communication​ ​procedures,​ ​guidelines​ ​and​ ​policies

● Take​ ​the​ ​extra​ ​mile​ ​to​ ​engage​ ​customers​ ​proactively;​ ​help​ ​avoid​ ​the​ ​problem​ ​if​ ​possible

● Provide​ ​technical​ ​support​ ​for​ ​customers​ ​to​ ​support​ ​pre-sales​ ​and​ ​post-sales​ ​processes

● Address​ ​all​ ​product-related​ ​queries​ ​on​ ​time

● Train​ ​customers​ ​to​ ​use​ ​products​ ​effectively

● Provide​ ​developers​ ​with​ ​customers’​ ​feedback​ ​to​ ​help​ ​identify​ ​potential​ ​new​ ​features​ ​or​ ​products

● Report​ ​on​ ​product​ ​performance

● Identify​ ​solutions​ ​to​ ​reduce​ ​support​ ​costs

● Analyze​ ​customers’​ ​needs​ ​and​ ​suggest​ ​upgrades​ ​or​ ​additional​ ​features​ ​to​ ​meet​ ​their requirements

● Liaise​ ​with​ ​the​ ​sales​ ​department​ ​to​ ​win​ ​new​ ​business​ ​and​ ​increase​ ​sales

● Establish​ ​best​ ​practices​ ​both​ ​with​ ​customers​ ​and​ ​internally

Knowledge & Skills

Must possess required knowledge and skill set to be able to explain and demonstrate with or without reasonable accommodations, that the essential functions of the job can be performed.

Required:

● Proven​ ​customer​ ​support​ ​experience​ ​or​ ​experience​ ​as​ ​a​ ​client​ ​service​ ​representative

● Strong​ ​phone​ ​contact​ ​handling​ ​skills​ ​and​ ​active​ ​listening

● Familiarity​ ​with​ ​CRM​ ​systems​ ​and​ ​practices

● Customer​ ​orientation​ ​and​ ​ability​ ​to​ ​adapt/respond​ ​to​ ​different​ ​types​ ​of​ ​characters

● Ability​ ​to​ ​multi-task,​ ​prioritize,​ ​and​ ​manage​ ​time​ ​effectively

● Solid​ ​technical​ ​background​ ​with​ ​hands​ ​on​ ​experience​ ​in​ ​digital​ ​technologies

● Familiarity​ ​with​ ​software​ ​and​ ​front-end​ ​development

● An​ ​ability​ ​to​ ​grasp​ ​customers’​ ​needs​ ​and​ ​suggest​ ​timely​ ​solutions

● Excellent​ ​verbal​ ​and​ ​written​ ​communication​ ​skills

● Strong​ ​analytical​ ​and​ ​problem-solving​ ​skills

Work Experience & Education

Required:

● Bachelor’s​ ​degree​ ​in​ ​Computer​ ​Science​ ​or​ ​relevant​ ​field

Contact & Deadline

Individuals interested in this position should send a Cover Letter and Resume to our Human Resources department directly via email at careers@botlink.com

Botlink assures equal treatment in the administration of all personnel matters including recruitment, selection, hiring, advancement, training and transfers, without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, gender, sexual orientation, age, special disabled veterans, veterans of the Vietnam era, and other eligible veterans or any other protected class. Botlink also makes reasonable accommodations for disabled employees where appropriate and/or as required by law.