Customer Support Specialist

Respond to customer queries via phone, email, or chat while identifying needs and guiding users through specific features. Analyze and report product malfunctions by testing scenarios or impersonating users, then update internal databases with technical issue details and discussion notes. Monitor social media complaints to provide assistance and follow up to ensure all technical issues are resolved. Share feature requests and effective workarounds with team members, inform customers about new functionalities, and gather feedback to relay to Product, Sales, and Marketing teams. Assist in training junior Customer Support Representatives.