Objectives of this Role:
The Support Specialist is responsible for offering assistance and guidance to customers or clients encountering questions, concerns, or issues with the company's products or services. Additionally, they must ensure security. This role demands strong communication skills, problem-solving abilities, and a customer-centric approach to maintain high levels of customer satisfaction.
Tasks, Duties, and Responsibilities:
- Customer Assistance: Respond promptly and effectively to customer inquiries or issues received via various channels such as phone, email or BPS Marketplace. Provide accurate information and offer solutions to ensure customer satisfaction. Manage the case lifecycle from start until resolution.
- Troubleshooting: Diagnose and troubleshoot technical or service-related problems efficiently. This may involve guiding customers through step-by-step solutions or coordinating with other teams to resolve complex issues.
- Issue Resolution: Take ownership of customer issues and follow problems through to resolution. Escalate unresolved matters as needed to ensure timely resolution.
- Product Knowledge: Develop a deep understanding of the assigned company products or services to effectively address customer inquiries and provide relevant information.
- Documentation: Maintain detailed and accurate records of customer interactions and transactions. Document common issues and solutions for the internal knowledge base.
- Continuous Improvement: Proactively identify areas for process improvement and contribute to enhancing the overall customer support experience.
- Collaboration: Work closely with other departments such as sales, presales, Marketplace team, engineering, and product development for escalation to relay customer feedback or contribute to product improvements.
- Contribute to internal marketplace improvement initiatives.
- Customer Education: Assist in educating customers on product features and best practices to optimize their experience.
- Vendor support cases: Create, follow up, contribute to, and work on support tickets for resellers on the vendor's portals.
Key Competencies:
- Strong Communication Skills: Clear and effective communication is essential for interacting with customers, conveying technical information, and collaborating with internal teams.
- Customer-Centric Approach: Putting the customer first and striving to meet their needs and expectations is crucial for maintaining high levels of satisfaction.
- Problem-Solving Abilities: The ability to identify, analyze, and resolve customer issues efficiently, often under pressure, is vital in this role.
- Empathy and Patience: Being able to understand and empathize with customer concerns, as well as maintaining patience, especially in challenging situations, helps in delivering exceptional support.
- Attention to Detail: Maintaining accurate records, documenting interactions, and ensuring all customer information is handled correctly requires a high level of attention to detail.
- Adaptability: The ability to adapt to changing situations, technologies, and customer needs is crucial in a dynamic support environment.
- Team Collaboration: Working effectively with cross-functional teams, such as sales, support, vendor support, is necessary for resolving complex issues and contributing to product improvements.
- Time Management: Effectively managing time and prioritizing tasks to ensure timely resolution of customer issues is important for maintaining customer satisfaction.
- Continuous Learning: Keeping up-to-date with product updates, industry trends, and evolving customer needs is essential for providing informed support and contributing to continuous improvement initiatives.
About BPS
BPS is an aggregator/distributor of technology cloud subscriptions and solutions. Our channel focused platform helps resellers accelerate multivendor transactions and services to support their end customers. Our focus is developing and supporting the cloud reseller community including MSP's, CSP's, Datacenters, Telco's, ISP's, system integrators, software vendors & IT resellers. We also support cloud resellers in their journey by addressing their internal organizational readiness for business, marketing, and sales.
www.bpsme.com
