Job description
We are seeking a motivated and customer-centric Customer Service Specialist to join our team in Austin, TX. You will be the first point of contact for clients, delivering expert product assistance and issue resolution with a focus on speed, accuracy, and empathy.
What you’ll love about this role:
- Direct engagement with customers via phone, email, and live chat to resolve questions and concerns.
- Diagnose and troubleshoot issues, escalating to tier-2 support when necessary.
- Document interactions accurately in our CRM and maintain up-to-date knowledge of products and policies.
- Collaborate with Sales, Technical Support, and Product teams to improve the customer journey.
- Meet or exceed key performance indicators (CSAT, first response time, average handling time).
- Contribute to a positive, high-energy team culture and ongoing knowledge sharing.
Responsibility
- Provide timely and effective support to customers via phone, email, and live chat.
- Resolve product or service issues by clarifying the customer's needs, researching, and offering solutions.
- Document all customer interactions accurately in the CRM and maintain updated knowledge base articles.
- Collaborate with cross-functional teams to address root causes and improve processes.
- Meet or exceed defined metrics such as CSAT, first contact resolution, and response time.
- Identify opportunities to upsell or cross-sell relevant products when appropriate.
- Mentor new team members and contribute to team training sessions.
Qualification
- 2+ years of experience in customer service or support roles.
- Excellent verbal and written communication skills with a customer-first attitude.
- Strong problem-solving, active listening, and empathy in challenging situations.
- Experience with CRM systems (e.g., Zendesk, Freshdesk, Salesforce) and MS Office.
- Proven ability to multitask, manage tickets, and work in a fast-paced environment.
- Dependable, with strong organizational skills and attention to detail.
- Bachelor’s degree or equivalent work experience preferred.