What are the responsibilities and job description for the Application Support Specialist position at Tential?
Application Support Specialist
Overview:
The Application Support Specialist is responsible for providing support and training for software and mobile application products. You are responsible to promptly answer internal and external customer requests, and troubleshoot software and some hardware issues, including our newest products. You will also support internal and external customers with basic installation, maintenance, and some product enhancements. You may also interact with the Engineering staff, Sales and Operations teams, and Customer Success Managers.
Skillsets Required:
Responsibilities:
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Overview:
The Application Support Specialist is responsible for providing support and training for software and mobile application products. You are responsible to promptly answer internal and external customer requests, and troubleshoot software and some hardware issues, including our newest products. You will also support internal and external customers with basic installation, maintenance, and some product enhancements. You may also interact with the Engineering staff, Sales and Operations teams, and Customer Success Managers.
Skillsets Required:
- Proven experience in a customer service role, preferably in a fast-paced environment.
- Excellent verbal and written communication skills with a professional and friendly demeanor.
- Strong problem-solving and decision-making skills.
- Ability to handle challenging customer situations with empathy and professionalism.
- Proficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.
- Good organizational skills with attention to detail.
- Ability to multitask, prioritize, and mange time effectively.
- Flexibility to work in shifts, including evenings, weekends, and holidays if required.
- Positive attitude and a genuine desire to assist and satisfy customers.
Responsibilities:
- Interact with customers via phone, email, live chat, or in person, and provide prompt and courteous assistance.
- Address customer inquiries, concerns, and complaints in a timely and efficient manner to ensure complete customer satisfaction.
- Identify and assess customer needs to provide appropriate solutions to escalate to the appropriate department when necessary.
- Maintain in-depth knowledge of company products, services, policies, and procedures to provide accurate information and recommendations to customers.
- Act as a liaison between customers and internal teams to facilitate effective communication and problem resolution.
- Follow up with customers to ensure their issues are fully resolved and maintain accurate records of customer interactions.
- Keep ahead of industry trends and developments to anticipate customer needs and provide proactive support and recommendations.
- Collaborate with team members to improve customer service processes, identify areas for improvement, and contribute to overall customer satisfaction goals.
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