ThriveCart - Customer Support Specialist
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Requirements
• At least 3 years of working experience in the Customer Support/Customer Success/Technical support role • In-depth understanding of the company’s products, features, and common technical issues (having technical background is an added advantage) • Awareness of industry best practices to deliver informed solutions and improve customer satisfaction. • Strong verbal and written communication skills, with the ability to explain complex issues in a way that is clear and accessible to all customers. • Active listening skills, ensuring thorough understanding of customer concerns and accurate troubleshooting. • A solution-oriented mindset with the ability to remain patient and professional in high-stress scenarios. • Demonstrated empathy and the ability to build lasting customer relationships. • Proven ability to work collaboratively across teams, contributing insights and feedback to enhance products and services. • A proactive approach to sharing knowledge and improving team performance. • Skilled in identifying patterns and proposing improvements to streamline processes and enhance the customer experience. • Ability to balance immediate customer needs with mid-term problem-solving efforts. • Demonstrated success in handling escalated customer issues. • Experience mentoring or training team members. • Familiarity with CRM or ticketing tools, as well as a general understanding of support metrics and KPIs. • Experience supporting an e-commerce platform is an added advantage. • Experience of using AI Agents and implementing and building AI tools and Agents
Responsibilities
• Diagnose and troubleshoot a wide range of customer problems, from technical issues to complex usage questions, creating bug tickets on JIRA and ensuring timely and effective resolutions. • Deliver clear, concise, and professional communication to customers through various channels. • Work closely with cross-functional teams, including Engineering and Product, to resolve complex issues and suggest improvements. • Document and track all customer interactions and solutions in our support ticketing system with a high degree of accuracy. • Identify patterns in customer issues and recommend long-term solutions to enhance support processes and product functionality. • Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate. • Build trust and rapport with customers, maintaining a calm, empathetic, and solution-focused demeanor in all situations. • Proactively keep customers informed about the status of their issues and expected resolution times. • Actively incorporate the company’s core values into daily interactions, emphasizing teamwork and customer satisfaction. • Welcome and act on constructive feedback to continuously improve performance and alignment with organizational goals.
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