Customer Support Specialist

Dots-lab is a innovative technology company specializing in connecting dots an creating impimpact. We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team.

As a Customer Support Specialist at Dots-lab, you will be responsible for providing exceptional support to our customers via multiple channels (email, phone, chat). Your goal will be to resolve customer inquiries and issues promptly, efficiently, and professionally, ensuring a positive customer experience.

Key Responsibilities:

1. Respond to customer inquiries via email, phone, and chat, resolving issues and providing product/service information.

2. Troubleshoot and resolve technical issues, escalating complex issues to senior support specialists or other teams as needed.

3. Provide accurate and timely solutions to customer complaints and concerns.

4. Utilize knowledge base articles, FAQs, and other resources to resolve customer issues efficiently.

5. Collaborate with cross-functional teams, including sales, marketing, and product development, to resolve customer issues and improve customer satisfaction.

6. Participate in ongoing training and development to stay up-to-date on product knowledge, industry trends, and customer support best practices.

7. Meet or exceed customer satisfaction targets, including first response time, resolution rate, and customer satisfaction scores.

1. 1+ year of experience in customer support, preferably in a tech industry.

2. High school diploma or equivalent required; degree in Communications, Business, or related field preferred.

3. Excellent communication, problem-solving, and interpersonal skills.

4. Ability to work in a fast-paced environment, handling multiple customer interactions simultaneously.

5. Strong technical skills, including proficiency in software applications, troubleshooting, and problem-solving.

6. Ability to work independently and collaboratively as part of a team.

Nice to Have:

1. Experience with customer support software, such as Zendesk, Freshdesk, or Salesforce.

2. Certification in customer support, such as Certified Customer Service Representative (CCSR) or Certified Support Professional (CSP).

3. Familiarity with industry-specific software or technologies.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Competitive salary and benefits package.
• Opportunity to work with a innovative and growing company.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Flexible work arrangements, including remote work options.