Customer Support Specialist


Customer Support Specialist, Terms of Reference/Job Description

Customer Support Specialist is a customer-centric, service-dedicated and self-motivated professional. In this role, you will work on maintaining and monitoring the Radix ecosystem. This includes managing the customer help desk, solving complex issues, and collaborating with team members across all departments to assist our customers with their requirements.  Radix works on B2B model and as such, customer-centric approach when dealing with clients to ensure that the clients feel valued, that their opinions and feedback matter and to maintain overall satisfaction throughout the life of the customer it is extremely important. Customer Support Specialist should be team-oriented, able to manage time effectively, and handle/prioritize multiple projects.

Duties and Responsibilities

  • Monitor and resolve issues in Radix ecosystem.
  • Record issues and new cases from our customers in JIRA, track progress and update the cases and our customers regularly.
  • Monitor our customer ticketing system and respond to queries via email or phone - walking clients through steps when required and seeing issues through to resolutions.
  • Write, edit, and revise Q&A, training manuals, procedures and other documents that provide support to the entire company.
  • Analyze user activity to spot underlying issues and correct them as required to maintain data integrity.
  • Generate reports on regular basis to analyze common complaints and problems.
  • Test, evaluate, and make decisions about new technology as required.
  • Participate in regular meetings with senior management to provide insight into customer related issues and requirements.
  • Provide ad-hoc reports and support to the team members and senior management as needed.

Requirements and Qualifications

  • Bachelor’s degree in IT, computer science or a related field.
  • Fluency in English (writing and speaking) is a must.
  • 2+ years of experience in customer/technical support role. Applicants with professional experience supporting English speaking clients and organizations will be given a priority.
  • Certifications are preferred, but not required.
  • Working knowledge and expertise with a variety of software and applications, including JIRA, SharePoint, WordPress, Excel (advanced) etc.
  • Dedication to solve complicated issues and see projects through to completion.
  • Advanced analytical skills to study issues and cases and identify adequate solutions.

All interested candidates can apply by clicking the "APPLY" button below. Only the shortlisted candidates will be contacted.

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