CUSTOMER SUPPORT SPECIALIST

Job Description

JOB TITLE: Customer Support Specialist
DEPARTMENT: Sales / Customer Success
REPORTS TO: Customer Success Manager

SUMMARY:
The Customer Support Specialist ensures that all customer needs are promptly addressed by responding to requests, orders, questions and concerns in a timely and accurate manner, while exercising the highest level of service and quality.

PRIMARY DUTIES:

  • Assist customers with technical issues related to Land Gorilla software via phone, email, and web demonstrations.
  • Provide insights to supervisor into common client issues, questions, and feedback.
  • Measure, analyze, and report on the Key Performance Indicators (KPIs) for continual improvement of the customer support processes.
  • Develops concise written step-by-step instructions for all features of the Land Gorilla software.
  • Coordinate and produce step-by-step instructional videos for select software features.
  • Lead and coordinate all the steps involved in the preparation of learning objects
  • Ensure intermediate deliverable timeframes are met, respecting guidelines, quality standards and best practices.
  • Continually review and improve all training materials based on software changes
  • Coordinate with Sales & Marketing teams to schedule customer onboarding training.
  • Define support needs and develop curriculum to clearly address needs during training sessions.
  • Collaborate with staff and clients to plan, script, and deliver aesthetically sound instructional productions.
  • Troubleshoot and resolve software issues.

REQUIRED QUALIFICATIONS AND SKILLS

  • Excellent written and verbal communication skills
  • Solid grammar, punctuation and spelling skills
  • Ability to think creatively
  • Analytical skills
  • A can-do attitude

This job description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the departments.