Support Specialist

About the Job

Position Description

• A support service specialist is an individual who is responsible for handling questions, comments, and complaints regarding a particular business. The ultimate goal is to provide a positive end-user support experience and enhance relationships between end-users and businesses.

Essential Duties and Responsibilities of a Customer Service Specialist

• Provides support service promptly via several means which include email, face-to-face interaction, telephone, and live chat.
• Acts as a liaison between end-users and ERP Service Provider Support Desk to enhance the overall user experience.
• Analyzes complaints from end-users and provides adequate resolutions.
• Tracks proposed resolutions and follow up with end-users in a timely fashion.
• Prepares documents and reports for future reference.
• Trains peers in good support service.
• Develops and maintains a vast knowledge of the products and services being offered.
• Conduct surveys regarding products, services, and user service experiences.
• Communicates end-users feedback to various teams—including technical and academic departments—to improve the overall user experience.