Senior Customer Support Specialist

We are seeking an experienced and dedicated Senior Customer Support Specialist to join our operations team. The ideal candidate will possess a deep understanding of customer support processes, have excellent problem-solving skills, and be able to lead and mentor junior team members. This role is crucial in ensuring our clients receive the highest level of support and satisfaction. Lead and manage customer support operations, ensuring timely and effective resolution of customer issues. Provide expert-level support to customers, addressing complex technical issues related to our web applications. Develop and maintain comprehensive knowledge of our products and services. Train and mentor junior support staff, fostering a collaborative and productive team environment. Collaborate with the deployment and training teams to ensure seamless integration and support for new clients. Gather customer feedback and provide insights to improve product offerings and support services. Create and maintain documentation for support processes and best practices. Create and develop support materials such as videos, infographics, and other educational content to assist customers. Monitor support metrics and KPIs, and implement strategies to improve performance. Stay updated with industry trends and advancements in customer support technologies.Requirements• Bachelor’s degree in Computer Science, Information Technology, or a related field. 5+ years of experience in customer support, with at least 2 years in a senior or lead role. Strong technical background with experience in web applications and software support. Excellent communication and interpersonal skills. Proven ability to lead and mentor a team. Strong analytical and problem-solving abilities. Ability to work in a fast-paced environment and handle multiple priorities. Experience with customer support software and tools.