Customer Support Specialist

• *Job Title:** Customer Support Specialist
• *Company:** Southern
• *Location:** San Jose, California, US...
• *Job Type:** Part-Time
• *Seniority Level:** Associate Level
• *Years of Experience:** 4
• *Job Description:**

Southern is seeking a passionate and dedicated Customer Support Specialist to join our dynamic team in San Jose, California. In this part-time role, you will be the frontline connection for our customers, ensuring they receive exceptional support and service. Your primary responsibility will be to address customer inquiries, troubleshoot issues, and provide practical solutions in a manner that reflects our commitment to excellence. The ideal candidate will bring their creativity and planning skills to deliver innovative support solutions while fostering strong, lasting relationships with our customers and colleagues. • *Key Responsibilities:**

• **Customer Inquiry Management:** Respond to incoming customer inquiries via phone, email, and chat in a timely and professional manner. Accurately assess customer needs to provide tailored solutions and information.

• **Issue Resolution:** Identify and troubleshoot customer issues, collaborating with internal departments as necessary to resolve complex problems efficiently. Document issues and solutions for knowledge base improvement.

• **Product Knowledge:** Maintain an up-to-date knowledge of Southern's products and services, providing customers with accurate information and recommendations.

• **Documentation:** Record customer interactions and maintain records of inquiries, complaints, and comments, as well as actions taken, in accordance with company policy.

• **Feedback Collection:** Gather and relay customer feedback to relevant teams to contribute to product improvement and overall customer experience enhancements.

• **Collaboration:** Work closely with team members and departments across the globe to address customer needs and improve overall service delivery, promoting a collaborative working environment.

• **Continuous Improvement:** Actively contribute to process and system improvements by suggesting enhancements and solutions to enhance the customer support workflow.

• **Training and Support:** Assist in onboarding and training new customer support team members by sharing your expertise and knowledge.
• *Requirements:**

• **Experience:** Minimum of four years of experience in a customer support role or relevant field.

• **Educational Background:** A degree in communications, business, or a related field is preferred, though equivalent experience is equally valued.

• **Personality Traits:**
• Driven: A self-motivated individual who strives for excellence and takes initiative in finding solutions.
• Dedicated: Committed to providing top-notch customer service and going the extra mile for our customers.

• **Soft Skills:**
• Creativity: Ability to think outside the box and devise unique solutions to customer problems.
• Planning: Strong organizational skills, capable of managing multiple tasks and priorities in a fast-paced environment.

• **Technical Proficiency:** Familiarity with customer support software and tools; tech-savviness is a must. Experience with CRM platforms is a plus.

• **Communication Skills:** Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to diverse audiences.

• **Collaboration and Teamwork:** A strong team player with the ability to work collaboratively with a global team and a willingness to share knowledge and support others.
• *Benefits:**

• Free food
• Retirement plan
• Remote work flexibility
• *Working Environment:**

Join a vibrant and inclusive workplace where you’ll collaborate with colleagues worldwide, fostering a global village mentality. We believe in the power of diverse perspectives, supporting each other to achieve our common goals.
• *Deadline to Apply:** September 24, 2024
• *Equal Opportunity Statement:**
Southern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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