customer support specialist
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| Job Role |
| Responsibilities: Respond by phone, email and other means to customer support inquiries and suggestions. Keep the rest of the team well-informed of user feedback and requests. Track down and root out the cause of any issues and co-ordinate resolution with the rest of the team. Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.Help develop and improve customer support workflows and supporting software. Improve help and tutorial resources. Build tools to help automate work where possible. |
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| Customer Support Specialist – Entry |
Instruction: Relies on limited experience and judgment to plan and accomplish goals as well as instructions and pre-established processes and procedures to perform the functions of the job.
Skills and Experience: Requires a bachelor’s degree in area of specialty and 0-2 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures.
Supervision: Works under immediate supervision; typically reports to a supervisor or manager. |
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| Customer Support Specialist – Junior |
Instruction: Relies on experience and judgment as well as pre-established processes and procedures to plan and accomplish goals.
Skills and Experience: Requires a bachelor’s degree in area of specialty and 2-4 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures.
Supervision: Works under general supervision; typically reports to a supervisor or manager. |
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| Customer Support Specialist – Senior |
Instruction: Relies on extensive experience and judgment as well as pre-established processes and procedures to plan and accomplish goals. May lead and direct the work of others. A degree of creativity and latitude is expected.
Skills and Experience: Requires a bachelor’s degree in area of specialty and 4-6 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures.
Supervision: Typically reports to a supervisor or manager. |
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