Remote Customer Support Specialist
Lirio
Date: 11 hours ago
City: Quincy, MA
Contract type: Full time
Remote
We are seeking a proactive and customer-focused Remote Customer Support Specialist to join our team. In this role, you will be the first point of contact for customers, delivering high-quality support and ensuring a positive experience. You’ll handle inquiries, troubleshoot issues, and provide guidance across multiple channels, all while working in a fully remote environment.
Key Responsibilities
Key Responsibilities
- Respond to customer inquiries via email, phone, live chat, and social media.
- Provide clear, accurate, and empathetic assistance for product or service-related issues.
- Troubleshoot technical or account-related problems, escalating when necessary.
- Manage support tickets in the CRM/helpdesk system and ensure timely resolution.
- Document customer interactions and maintain up-to-date records.
- Collaborate with internal teams (Product, Engineering, Sales) to resolve complex cases.
- Identify recurring issues and contribute to improving FAQs, knowledge bases, and processes.
- Meet individual and team performance metrics such as response time, resolution rate, and customer satisfaction.
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