Senior Customer Support Specialist delivering expert guidance for Clio's accounting products and resolving customer challenges. Collaborating with cross - functional teams to enhance service delivery and customer satisfaction.
About the role
- Live Chat Support Agent providing customer support through chat channels either remotely or onsite. Resolving inquiries, maintaining positive experiences, and collaborating with teams for continuous improvement.
Responsibilities
- Provide prompt and professional live chat support to customers.
- Resolve customer inquiries, issues, and requests with accuracy and empathy.
- Maintain high customer satisfaction through effective communication and problem-solving.
- Collaborate with internal teams to escalate and resolve complex issues.
- Contribute to continuous improvement of support processes and knowledge base.
- Identify customer needs and provide appropriate solutions or escalate when necessary.
- Document interactions accurately and update customer records.
- Manage multiple chat conversations simultaneously while maintaining quality.
- Stay informed about product updates, policies, and procedures to assist customers effectively.
- Work collaboratively with team members and other departments to ensure seamless customer service.
- Meet or exceed individual and team performance goals related to response time, resolution rate, and customer satisfaction.
Requirements
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Previous experience in customer service, preferably in live chat or digital support environments.
- Excellent written communication skills with strong attention to detail.
- Ability to multi-task and manage time effectively in a fast-paced setting.
- Comfortable using chat platforms, CRM systems, and basic computer applications.
- Strong problem-solving skills and a customer-centric mindset.
- Reliable internet connection and a quiet workspace for remote positions.
- Flexibility to work varied shifts, including evenings or weekends, if required.
Benefits
- Competitive salary with performance-based incentives.
- Flexible work options: office-based or fully remote.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and holidays.
- Professional development opportunities and ongoing training.
- Supportive and inclusive work environment.
- Access to modern tools and technology to enhance your work experience.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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