Customer Support Specialist

Description du poste:

What's Red Points all about?
Red Points is the most widely used solution to recover digital revenue. Over 1.000 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that's rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution.
Be part of the change: join us on our mission to make the Internet a safer place!

As a Customer Support Specialist, you play a crucial role in ensuring our clients have a seamless and positive experience with our product. You will be responsible for addressing customer operational inquiries, solving issues, escalating them where appropriate while seeking exceptional customer satisfaction.
Your main responsibilities include:
* Responding to customer inquiries via CRM system (Jira)
* Providing operational support according to to their inquiries and concerns.
* Collaborating with the rest of the teams to escalate and resolve advanced technical issues.
* Develop a deep understanding of the company's products and services. Be able to articulate product features, benefits, and usage effectively to assist customers.
* Identifying and escalating emerging customer concerns or trends to improve the product and customer experience.
* Communicate clearly and professionally with customers, ensuring a positive experience. Use active listening skills to understand their needs and concerns.
* Gather feedback from customers and internal users and provide valuable insights to the product development team for continuous improvement.
* Assisting in the creation and maintenance of self-service resources such as knowledge base articles, FAQs, and tutorials

Profil requis du candidat:

* High level of English both spoken and written. Excellent verbal and written communication skills.
* Proficient in using customer support software, CRM systems (Jira and Salesforce) and other relevant tools.
* Able to understand the company's products and services, as well as the ability to stay updated on new features and updates.
* Strong analytical and problem-solving skills to diagnose and resolve customer issues efficiently. Proactive attitude towards identifying and resolving customer issues.
* Acknowledge red flags and escalate them as required
* Show empathy and understanding towards customers' concerns, ensuring they feel valued and heard.
* Demonstrate patience when dealing with frustrated or irate customers, and maintain a calm and composed demeanor.
* Strong interpersonal skills and the ability to work well in a team.
* Time management and organizational skills to prioritize and handle multiple customer inquiries simultaneously.
* Adaptability to handle high-pressure situations and a fast-paced work environment