Senior Customer Support Specialist

hace 2 semanas

Barcelona, Barcelona, España Craig Test A tiempo completo

About the Role:

Craig Test is seeking a highly skilled and experienced Senior Customer Support Associate to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.

Responsibilities:

  • Respond to inbound service requests via phone, email, and live chat
  • Accurately log all issues and status updates in our internal tracking system
  • Understand clients' business objectives and apply expertise to resolve issues and ensure customer success
  • Reconcile invoices provided by the customer and/or other internal departments
  • Explain charges to our customers to enhance their understanding of billing processes and policies
  • Initiate adjustments to customer billing charges where appropriate by providing debit/credit memos
  • Identify root cause(s) and diagnose software defects, misconfiguration, content issues, or end-user issues
  • Support multiple cloud solutions, including Adobe, Dropbox, Microsoft O365, and Google
  • Identify gaps in knowledge base articles and recommend improvements to the team or process improvements
  • Interact closely with various departments and vendors to provide timely resolution on issues
  • Share best practices and provide on-the-job coaching to team members
  • Provide concierge service to VIP partners and support complex cases

Requirements:

  • Excellent verbal and written communication skills, as well as analytical and problem-solving skills
  • Knowledge of Microsoft O365 and/or Azure is an advantage
  • Ability to prioritize user requests effectively and manage user expectations
  • Ability to balance attention to detail with expeditious execution in a fast-paced working environment
  • Passion for driving exceptional customer experience
  • Previous experience troubleshooting and debugging SaaS cloud solutions is a must
  • Ability to work through ambiguity and thrive in a rapidly changing business environment
  • Understanding of related terminology and concepts

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