Customer Support Specialist handling customer inquiries via chat and email at Perlego. Assisting with technical issues and maintaining records with a customer - centric approach.
About the role
- Product Support Specialist providing technical support and training for users of SaaS operational management systems. Collaborating with clients and development teams to ensure successful resolutions and enhance user satisfaction.
Responsibilities
- Respond promptly to client software support inquiries via the ticketing system
- Provide tailored technical support to users across all roles and seniority levels, ensuring prompt resolution of high-priority issues with discretion and professionalism.
- Diagnose and replicate software issues through various communication channels
- Collaborate with teammates to resolve client concerns
- Liaise with software development teams on reported client issues and assist in initial testing and documenting development related requests
- Share client feedback during team meetings to inform support strategy
- Identify recurring issues and contribute knowledge base content to reduce ticket volume
- Apply system knowledge when troubleshooting a problem and then use that knowledge to execute data cleanup as needed
- Escalate urgent issues appropriately
- Demonstrate a proactive client success mindset by anticipating user needs, delivering solutions that enhance satisfaction, and fostering long-term relationships through responsive and empathetic support.
- Guide clients on best practices and software usage.
Requirements
- High school diploma or equivalent experience
- 3+ years of technical support experience
- Intermediate to advanced SQL skills, including script writing
- Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook)
- Quick learner with strong grasp of software applications
- Excellent verbal and written communication
- Strong problem-solving and time management skills
- Detail-oriented and adaptable to new technologies
Benefits
- Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.
- Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
- Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
- Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
- Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
- Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Customer Service Representative managing customer inquiries and providing technical assistance. Working within a motivated team at AddSecure, a leading IoT solutions provider in Europe.
Senior Vice President overseeing the FRFS customer service function across multiple payment services. Driving strategic leadership and operational oversight in a high - performing organization.
Senior Customer Experience Manager ensuring client satisfaction and managing complex relationships at Q2. Building strong partnerships and overseeing project execution within banking solutions.
Customer Service Specialist at Ron Heyman Agency providing personalized customer service and support. Identifying opportunities to cross - sell and assisting with customer inquiries in Phoenix, AZ.
Customer Service Manager providing strategic and frontline leadership at Bearingstar Insurance in Connecticut. Overseeing the CT Customer Service Department and developing exceptional service processes.
Assistant Customer Service Specialist at TDCX responsible for delivering exceptional support to customers via various channels. Focus on customer satisfaction and effective problem - solving in a BPO environment.
Assistant Customer Service Associate delivering support to customers at TDCX, a global business process outsourcing company. Responsible for customer communication and service resolution strategies in Singapore.
Customer Service Representative providing assistance in a fast - paced inbound call center for Financial Institutions. Handling account inquiries, transactions, and ensuring customer satisfaction.
Business Relationship Support Specialist at Wells Fargo managing a complex portfolio of customers and improving processes. Collaborating with internal teams to resolve customer issues and ensure compliance.