Customer Support Associate

Job description

About the Role:
We are seeking a customer-focused Customer Support Associate to join our dynamic support team at Sharpsell.
In this role, you will be the first point of contact for our customers, providing essential support and ensuring their
issues are resolved quickly and efficiently. Your primary responsibility will be to handle customer inquiries,
troubleshoot basic technical problems, and escalate complex issues to higher-level support when necessary.
Key Responsibilities:
• Customer Interaction: Engage with customers through various channels (phone, email, chat)
to understand their concerns and provide timely assistance.
• Issue Resolution: Troubleshoot and resolve basic technical issues or guide customers through the
necessary steps to solve their problems.
• Escalation Management: Identify and escalate more complex issues to the appropriate support
level, ensuring a seamless customer experience.
• Documentation: Accurately document customer interactions, issues, and resolutions in the CRM
system to maintain comprehensive support records.
• Feedback Loop: Provide feedback to the product and development teams regarding common
customer issues or suggestions for product improvements.
• Knowledge Sharing: Contribute to the internal knowledge base by creating and updating support
articles, FAQs, and other customer-facing documentation.
• Quality Assurance: Ensure high standards of customer service by adhering to company policies,
procedures, and best practices.
• Continuous Improvement: Participate in ongoing training to stay up-to-date with product
knowledge, company updates, and industry best practices.
Required Skills and Qualifications:
• Graduate in any discipline.
• 1-2 years of experience in customer support, preferably in a technical or software environment.
• Excellent verbal and written communication skills.
• Comfortable using customer support software, and troubleshooting basic technical issues.
• Strong attention to detail.