What are the responsibilities and job description for the Support Specialist position at Centerbase LLC?
About this Role:
As a Support Specialist, you will work with our Support Team to ensure that our customers and partners are as successful as possible. You are responsible for understanding customer and partner needs, communicating solutions, and solving problems. In this position, you work closely with Centerbase’s marketing, sales, and operations departments when coming across opportunities, problems, or customer feedback. It is the responsibility of the Support Team to facilitate and resolve work between departments for hotfixes, customer requests, bugs or defects, and other work-related issues.
Requirements:
- Bachelor’s Degree
- 1 years of customer service or support experience
- Strong knowledge of SEO and digital marketing concepts
- Superior written and verbal communication skills
- Organized, efficient, and has intense attention to detail to ensure customer satisfaction • Experience engaging and retaining strategic customers
- Experience using help desk software
- Patience when handling tough cases
- Legal industry experience is a plus (not required)
Responsibilities:
- Respond to customer inquiries via telephone, email, and chat
- Ability to solve customer service issues, both technical and relationship management
- Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
- Implement changes to customers’ marketing campaigns or websites, escalate to the appropriate specialist when higher skill or specialization is required
- Diagnose complex issues, and resolve or reassign them based on the customer's need
- Log and track escalations to the Engineering Team when necessary
- Support our Success Team with customer retention activities
- Maintain a working knowledge of new and existing features and functionality
- May include on-call tasks if it is related to a website emergency or service outage
- Other tasks as assigned by the Manager
- Adhere to Centerbase Mission and Value Statements
Salary : $36,500 - $46,200
