Phone Support Specialist

1) Provides excellent service and support to our customers through phone and email

2) Deals with all forms of inquiries politely and professionally, always keeps our company reputation front of mind

3) Responds to phone calls or emails accurately in a professional and timely manner

4) Comprehends customers’ needs and concerns, and offers the best possible solution

5) Gathers information and determines the issue by evaluating and analyzing the symptoms

6) Diagnoses and solves technical issues involving email clients, website, DNS and more

7) Educates customers on inquiries and other product information

8) Manages difficult customer situations in a cool, calm, composed, and professional manner

9) Escalates valid issues to the appropriate channels with urgency, keeps self in a calm and composed state

10) Keeps records of customers’ interactions, transactions, comments, and complaints

11) Meets the required Key Performance Metrics set for the group

12) Adheres to the QA policies at hand, ensures high quality service is provided to the customers

13) Develops customer relationship by providing the Best in World service

14) Works collaboratively and closely with Team Leaders, Support Managers, and training staff

15) Communicates and coordinates effectively with other team members and other internal departments

16) Assists in providing customer support through phone when the need arises

Must have excellent written communication skills with accurate spelling and grammar

Must have an average typing speed of 45 WPM

Must have excellent customer service skills

Must have good comprehension skills

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.