Customer Support Specialist

Job Summary

A company is looking for a Customer Support Specialist to manage complex customer escalations and enhance the customer experience.

Key Responsibilities

• Investigate repeat caller situations to identify root causes of non-resolution
• Analyze customer interactions to identify themes and systemic issues affecting resolution rates
• Collaborate with cross-functional teams to implement process improvements and track their impact

Required Qualifications

• 3 years of experience in Internet Service Provider (ISP) operations
• Experience in contact center or customer service roles
• Experience in data analysis and process improvement initiatives
• Experience collaborating with cross-functional teams
• Familiarity with customer service software, including CRM systems like Salesforce