SocialPilot Technologies - Customer Support Specialist

Key Responsibilities

- Respond to customer queries through multiple channels (email, chat, phone, and ticketing systems) with professionalism and empathy.

- Identify, investigate, and resolve customer issues, escalating complex cases to the appropriate teams when necessary.

- Provide accurate product or service information and walk customers through basic troubleshooting steps.

- Maintain detailed and organized records of customer interactions, feedback, and issue resolution using CRM and support tools.

- Monitor open support tickets and ensure all customer concerns are addressed promptly and effectively.

- Collaborate with internal departments (technical, product, sales, and operations) to resolve recurring issues and improve customer experience.

- Gather and document customer feedback and relay insights to the product and engineering teams for continuous improvement.

- Assist in the creation and maintenance of internal knowledge base and help center documentation.

- Ensure a consistent and high-quality support experience that aligns with company standards and brand voice.

- Meet individual and team performance goals related to response time, resolution time, customer satisfaction (CSAT), and ticket volume.

Required Skills & Qualifications:

- 2-3 years of experience in a customer support or service-oriented role.

- Strong verbal and written communication skills with a customer-first attitude.

- Excellent problem-solving abilities and the capacity to remain calm under pressure.

- High level of patience, empathy, and the ability to handle difficult or frustrated customers with professionalism.