Support Officer

Roles and responsibilities

We are currently seeking a Support Officer to join our team and provide exceptional customer service and support to our clients. As a Support Officer, you will be responsible for assisting customers with inquiries, troubleshooting technical issues, and resolving problems in a timely and efficient manner. The ideal candidate for this role has excellent communication skills, a strong attention to detail, and is able to work well both independently and as part of a team.

Responsibilities

• Respond to customer inquiries and provide product information, technical support, and assistance in a professional, friendly, and timely manner
• Troubleshoot and resolve customer problems and issues, escalating complex cases to the appropriate department when necessary
• Maintain accurate and up-to-date customer records and documentation, ensuring all interactions are properly logged
• Collaborate with team members to identify and implement process improvements and enhancements to customer support procedures
• Stay up-to-date with product knowledge and industry trends to provide effective and accurate support to customers
• Proactively identify and address potential customer concerns or issues, providing proactive solutions and recommendations
• Follow up with customers to ensure their issues are resolved and they are satisfied with the level of support provided

Desired candidate profile

High school diploma or equivalent
2+ years of experience in a customer support or customer service role
Excellent communication skills, both verbal and written
Strong problem-solving and analytical skills
Ability to multitask, prioritize, and manage time effectively
Proficient in using customer support software, CRM systems, and Microsoft Office Suite
Ability to work well independently and as part of a team
Experience:

Previous experience in customer service, administrative roles, or technical support is advantageous.
Familiarity with the company's products, services, or industry is a plus.
Skills:

Strong communication skills, both verbal and written, with a clear and professional phone manner.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM or support software.
Ability to troubleshoot and resolve basic technical issues (if applicable).
Strong organizational and time management skills, with the ability to prioritize tasks.
Soft Skills:

Excellent problem-solving abilities and patience in dealing with customer inquiries.
Ability to work well under pressure and manage multiple tasks simultaneously.
Strong attention to detail and commitment to accuracy.
Positive and empathetic attitude when handling customer concerns.