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Title
Text copied to clipboard!Direct Support Specialist
Description
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We are looking for a Direct Support Specialist who will be responsible for providing technical and customer support to our clients through various communication channels, including phone, email, and chat. The ideal candidate will have strong communication skills, technical knowledge, and the ability to quickly resolve issues to ensure a high level of customer satisfaction.
As a Direct Support Specialist, you will work in a team responsible for the first line of customer support. Your role will be crucial in maintaining a positive customer experience and assisting in resolving technical and functional issues that users may encounter. You will also collaborate with other teams within the organization to ensure that customer issues are resolved efficiently and in a timely manner.
Responsibilities include responding to customer inquiries, diagnosing and resolving technical issues, providing information about products and services, and logging and tracking reported issues. Additionally, you will be involved in the continuous improvement of support processes and participate in training new team members.
A successful candidate will have experience working with customers, knowledge of basic IT tools and systems, and the ability to work under pressure. It is also important to have a positive attitude, patience, and a desire to learn and grow professionally.
If you are motivated, technically skilled, and enjoy working with people, we invite you to apply and become part of our dynamic team.
Responsibilities
Text copied to clipboard!- Provide technical support to customers via phone, email, and chat
- Diagnose and resolve technical issues
- Maintain records of customer inquiries and solutions
- Collaborate with other teams to escalate complex issues
- Provide information about products and services
- Participate in training new team members
- Monitor and report on common customer issues
- Maintain high levels of customer satisfaction
- Suggest improvements to support processes
- Work in accordance with internal procedures and quality standards
Requirements
Text copied to clipboard!- High school diploma or higher
- Experience in customer support or a similar field
- Knowledge of computer operations and basic IT tools
- Excellent communication and interpersonal skills
- Problem-solving and decision-making abilities
- Patience and customer-oriented mindset
- Ability to work in a team and under pressure
- Proficiency in spoken and written English
- Willingness to work in shifts
- Experience with CRM systems is a plus
Potential interview questions
Text copied to clipboard!- What is your previous experience in customer support?
- How would you handle a dissatisfied customer?
- Which IT tools do you use most often?
- Have you ever worked in shifts?
- How do you handle working under pressure?
- Do you have experience with CRM systems?
- How well do you speak and write in English?
- How would you explain a technical issue to a non-technical user?
- What is your approach to teamwork?
- Why do you want to work in this position?
