Customer Support Specialist - Technical

Position Overview

Our client is seeking a dedicated and technically proficient Customer Support Specialist to join their vibrant team in Houston, Texas, US. In this role, you will provide exceptional support to customers experiencing technical challenges with our client's products or services. You will diagnose and resolve issues via phone, email, and live chat—ensuring customers receive prompt, empathetic, and professional assistance.

Key Responsibilities

• Respond to customer inquiries and provide technical assistance via phone, email, and live chat.
• Diagnose and troubleshoot technical issues related to software, hardware, and network configurations.
• Guide customers through step-by-step solutions to resolve their issues effectively.
• Escalate complex technical issues to senior support staff or relevant departments when resolution is not possible.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Contribute to the knowledge base by documenting common issues and their solutions.
• Educate customers on product features and best practices.
• Identify trends in customer support issues and provide feedback to the product development team.
• Adhere to company policies and procedures while ensuring a high level of customer satisfaction.
• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction ratings.
• Participate in ongoing training to stay updated on product knowledge and support techniques.

Required Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Minimum of 2 years of experience in a technical customer support or helpdesk role.
• Proficiency in troubleshooting common software, hardware, and network issues.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong active listening and problem-solving abilities.
• Patience and empathy when interacting with customers.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with remote support tools is beneficial.
• Must be able to work on-site in Houston, Texas, US.