JOB TITLE: Customer Support Specialist
DEPARTMENT: Customer Success
REPORTS TO: Customer Support Manager

The Customer Support Specialist ensures that all customer needs are promptly addressed by responding to customer’s requests, orders, questions and concerns in a timely and accurate manner, while exercising the highest level of service and quality. The customer Support Specialist’s duties include:

Technical Support
  • Assist customers with technical issues related to Land Gorilla software via phone, email, and web demonstrations
  • Provide insights to supervisor into common client issues, questions, and feedback
  • Measure, analyze, and report on the Key Performance Indicators (KPIs) for continual improvement of the customer support processes
  • Respond directly to requests for technical issues from customers and team members while working with IT and Development to solve escalated technical problems
  • Maintains customer confidence and protects operations by keeping information confidential
  • Troubleshooting and resolving software issues
  • Take on special projects as assigned
Technical Documentation
  • Develops concise written step-by-step instructions for all features of the Land Gorilla software
  • Coordinates and produce and supplemental step-by-step instructional videos for select software features
  • Ensures intermediate deliverable timeframes are met, respecting costing guidelines, quality standards and best practices
  • Continually reviews and improves material based on software changes
Required Qualifications and Skills
  • Excellent written and verbal communication skills
  • Exceptional grammar, punctuation and spelling
  • Ability to think creatively and critically
  • Time-management and prioritization skills
  • Analytical skills
  • Software proficiency
  • A can-do attitude

This job description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the departments.