• The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer’s needs are met in a prompt and efficient manner. 

Key Responsibilities

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. 
• Attend to Case Management related client tickets and answer telephone calls.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. 
• Gather customer’s information and determine the issue by evaluating and analysing the symptoms. 
• Research required information using available resources. 
• Identify and escalate priority issues as per client specifications, following standard procedures.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. 
• Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes and updates. 
• Maintain good relationships with clients according to their Service Level Agreement (SLA). 
• Update time and notes on internal CRM system.

Skills, Knowledge and Expertise

• 3+ years of experience in a customer service/call centre role. 
• Ability to effectively communicate verbally and in writing. 
• Knowledge of customer service principles and practices.
• Proper phone etiquette and effective listening skills. 
• Must be organised and have multitasking capabilities. 
• Proficiency in Microsoft Office, specifically Outlook, Word and Excel. 
• Good understanding of computer operating systems, internet and hardware. 
• Willingness to cooperate with others and work to the greater good. 
• Great attention to detail. 

Nice to Have(s)

• Legal experience advantageous.The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer’s needs are met in a prompt and efficient manner.