Customer Support Specialist

About company:

Join ApprovalMax, a cutting-edge cloud approval workflow system revolutionising spend control for organisations of all sizes. We're on the lookout for an experienced Support Specialist to elevate our customer support to unparalleled heights. If you're a dedicated, ambitious individual with stellar communication skills, ApprovalMax is the perfect platform to propel your career.

Responsibilities:

• Effectively communicate with customers on usability and technical issues through various channels (email, phone, chat) during agreed business hours (US time zone).

• Analyse and address customer complaints and concerns, actively collaborating with the Product team to enhance the overall customer experience.

• Collaborate closely with the Tier 2 and the Development team to troubleshoot and resolve customer issues promptly.

• Prioritise and escalate tasks cross-team to ensure swift resolution of customer issues.

• Uphold and enhance Support metrics (CSAT, FRT, ART, RT, etc.).

• Continuously deepen your knowledge of products and services.

Qualifications:

• 3-5 years of customer service experience is strongly preferred.

• In-depth understanding of customer concerns, with the ability to troubleshoot effectively.

• Strong technical skills relevant to product use (testing skills are welcome).

• Excellent communication skills to foster positive relationships.

• Accountability and solid personal organisation are essential.

• A clear understanding of time management principles during the working shift.

What’s in it for you?

• Competitive salary.

• Flexible location: work from anywhere you prefer.

• Be part of a dynamic and successful team.