Customer Support Specialist I/ II (2nd and 3rd shift)
On-siteSuwanee, Georgia, United States
Job Summary
Respond to customer queries via phone, email, or chat while identifying needs and routing escalated issues to ensure client satisfaction. Maintain and update the support website, documentation, and mobile applications for Android and iOS platforms. Collaborate with the service team to integrate APIs, develop security measures, and assist in transitioning to a chat service. Manage customer tickets, document responses per SLAs, and communicate regularly with leadership regarding recurring client concerns. This role requires night or weekend shifts, up to 15% travel, and familiarity with Python, HTML, and mobile development environments.
Required Qualifications
- High school diploma
- 2 years relevant customer service experience
- Excellent communication and interpersonal skills
- Experience using help desk software and remote support tools
- Understanding of Python programming
- Strong problem-solving abilities
- Attention to detail
- Ability to travel up to 15% of the time
- Availability to provide support during nights, weekends, and as needed
Desired Qualifications
- Familiarity with our industry
- Basic knowledge of HTML, CSS, and JavaScript for web development
- Familiarity with mobile application development environments for Android and iOS
- Multi-lingual skills
- French language skills
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