Customer Support Specialist

As a Customer Support Specialist, you play a crucial role in ensuring our clients have a seamless and positive experience with our product. You will be responsible for addressing customer operational inquiries, solving issues, escalating them where appropriate while seeking exceptional customer satisfaction. This is a position in the afternoon shift to give Support to our Customers based in US time zones (Monday to Thursday 14h to 22h, Friday from 14h to 20:30h). Your main responsibilities include: Responding to customer inquiries via CRM system (Jira) Providing operational support according to to their inquiries and concerns. Collaborating with the rest of the teams to escalate and resolve advanced technical issues. Develop a deep understanding of the company's products and services. Be able to articulate product features, benefits, and usage effectively to assist customers. Identifying and escalating emerging customer concerns or trends to improve the product and customer experience. Communicate clearly and professionally with customers, ensuring a positive experience. Use active listening skills to understand their needs and concerns. Gather feedback from customers and internal users and provide valuable insights to the product development team for continuous improvement. Assisting in the creation and maintenance of self-service resources such as knowledge base articles, FAQs, and tutorials.