Customer Support Agent

Main responsibilities

• Respond to customer inquiries via email, and chat in a prompt and professional manner.
• Diagnose and resolve technical issues related to software products for customers.
• Troubleshoot software problems and identify solutions to resolve customer issues.
• Provide clear and concise instructions to customers to assist with product use and configuration.
• Document customer interactions and support solutions in our CRM system.
• Collaborate with internal teams to escalate and resolve complex technical issues.
• Stay up-to-date with new product features and updates to provide the highest level of customer support.

Requirements

• Fluency in English, both written and spoken.
• Strong attention to detail and problem-solving skills.
• Team player with collaborative attitude.
• Experience with Excel functions, charts, pivot tables, and macros. 
• Ability to create and analyze reports and dashboards on case and client data.
• Knowledge or experience in providing web-based software support.
• Familiarity with online marketplaces such as eBay, Amazon, Rakuten, etc.
• Understanding HTML, FTP, SQL, and other web-related protocols and languages is a plus.