Customer Support Specialist

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

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

Primary Duties:
  • Assist customers with technical issues related to Land Gorilla software via phone, email, and web demonstrations.
  • Troubleshooting and resolving software issues.
  • Assist with supporting and testing of bugs and resolutions.
  • Provide insights to supervisor into common client issues, questions, and feedback.
  • Develops concise written step-by-step instructions for all features of the Land Gorilla software.
  • Coordinates and produces and supplemental step-by-step instructional videos for select software features.
  • Leads and coordinates all the steps involved in the preparation of learning objects
  • Ensures intermediate deliverable timeframes are met, respecting costing guidelines, quality standards and best practices.
  • Continually reviews and improves training materials based on software changes
  • Collaborates with staff and clients to plan, script, and deliver aesthetically sound instructional productions.
Requirements
  • Excellent written and verbal communication skills
  • Solid grammar, punctuation and spelling skills
  • Ability to think creatively
  • Analytical skills
  • 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.

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