Customer Support Specialist
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Job Description
Customer Support Specialist managing customer inquiries for Wayvia, ensuring timely resolutions and exceptional service in a remote capacity. Addressing technical queries and guiding customers on product functionality.
Responsibilities:
- Respond to customer support issues and resolve them per SLAs.
- Communicate professionally with customers according to PriceSpider standards.
- Work cross-functionally to resolve issues promptly.
- Escalate issues when necessary.
- Manage inbound communication via telephone, email, support tickets, and customer portal.
- Utilize knowledge of Wayvia products to resolve issues independently.
- Guide customers on product benefits and enhancements.
- Assist with reports and metrics.
- Recommend best practices to customers.
- Identify and communicate root cause issues professionally.
- Convey support team needs and issues cross-functionally.
- Recommend patterns of issues for the product roadmap.
- Contribute to high-priority issues.
- Adhere to customer support best practices and policies.
Requirements:
- Associate's degree (Bachelor’s preferred)
- Experience in a customer-facing role
- 0-2 years of experience
- Basic knowledge of customer support software (e.g., Zendesk, Freshdesk)
- Strong communication, organizational, and time management skills
- Proven troubleshooting ability
Benefits:
- Flexible work-from-home arrangements
- 401K Match
- Flexible vacation
- Medical/Dental/Vision
- 16 weeks of paid parental leave (US)
- Technical stipend
- Professional development programs
- Wellness programs
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