109 Providing Technical Support jobs in Dallas
Customer Support Lead
75201 Dallas, Texas
$65000 Annually
WhatJobs
Posted 10 days ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to guide their support team and enhance the customer experience in **Dallas, Texas, US**. This leadership role is instrumental in setting the tone for customer interactions, ensuring timely and effective resolution of inquiries, and driving continuous improvement in support processes. The ideal candidate will possess a blend of strong leadership capabilities, exceptional problem-solving skills, and a deep understanding of customer service best practices. You will be responsible for managing a team of support specialists, handling escalated customer issues, and collaborating with other departments to address systemic problems. Key responsibilities include:
- Leading, mentoring, and motivating a team of customer support specialists.
- Setting performance standards and conducting regular evaluations for the support team.
- Handling and resolving complex customer escalations in a timely and professional manner.
- Developing and implementing efficient support processes and workflows.
- Training new team members and providing ongoing coaching to existing staff.
- Monitoring key support metrics (e.g., response time, resolution time, customer satisfaction) and identifying areas for improvement.
- Collaborating with Product and Engineering teams to identify and resolve product-related issues.
- Contributing to the creation and maintenance of knowledge base articles and support documentation.
- Ensuring consistent and high-quality customer service across all support channels.
- Gathering customer feedback and insights to inform product and service enhancements.
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0
Senior Customer Support Specialist
75201 Dallas, Texas
$22 Hourly
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Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Dallas, Texas, US . This role is pivotal in ensuring our customers receive exceptional service and timely resolution to their inquiries. You will be responsible for handling complex customer issues, mentoring junior support staff, and contributing to the continuous improvement of our support processes. The ideal candidate will possess excellent communication skills, a strong understanding of customer service best practices, and the ability to thrive in a fast-paced environment.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and problem-solving for a wide range of customer issues via phone, email, and chat.
- Escalate complex issues to appropriate departments and follow through to ensure resolution.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Train and mentor new customer support representatives, fostering a collaborative team environment.
- Analyze customer feedback and support data to identify trends and recommend process improvements.
- Participate in cross-functional team meetings to advocate for customer needs and share insights.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction scores.
- Troubleshoot software and hardware issues, guiding customers through resolution steps.
- Manage customer relationships, building rapport and trust through consistent, reliable support.
- Contribute to the development and implementation of new support tools and technologies.
- Stay up-to-date with product updates and industry best practices.
- Proactively identify potential customer issues and implement preventative measures.
- Document all customer interactions and resolutions accurately in the CRM system.
- Minimum of 3-5 years of experience in a customer service or technical support role.
- Proven ability to handle complex customer inquiries and de-escalate challenging situations.
- Excellent verbal and written communication skills, with a clear and professional demeanor.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Experience in a remote or hybrid work environment is a plus.
- Familiarity with our industry's products and services is advantageous.
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1
Senior Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their dedicated support team in Dallas, Texas, US . This role is pivotal in ensuring exceptional customer experiences by providing expert assistance and resolving complex inquiries. You will serve as a primary point of contact for customers, handling escalated issues and offering guidance on product features, troubleshooting, and service inquiries. The ideal candidate possesses a deep understanding of customer service best practices, excellent problem-solving abilities, and a strong technical aptitude. You will be responsible for managing a high volume of customer interactions across various channels, including phone, email, and chat. This role requires the ability to diagnose and resolve technical issues, provide clear and concise explanations, and de-escalate challenging customer situations with professionalism and patience. You will also contribute to the continuous improvement of support processes, knowledge base articles, and customer self-service resources. Experience in a senior or lead capacity within a customer support environment is essential, demonstrating your ability to mentor junior team members and handle complex cases. You will work closely with product, engineering, and sales teams to relay customer feedback and advocate for product enhancements. The ability to adapt to evolving product offerings and support methodologies is crucial. This hybrid position involves working a combination of in-office and remote days, fostering both team synergy and individual focus. We are looking for a passionate advocate for the customer, driven by a desire to provide outstanding service and contribute to customer satisfaction and loyalty. Your expertise will be instrumental in maintaining high standards of customer care and supporting our growing user base.Responsibilities:
- Provide advanced technical support and problem resolution for customer inquiries.
- Handle escalated customer issues, ensuring timely and satisfactory resolution.
- Guide customers through product features, troubleshooting steps, and service options.
- Maintain accurate and detailed customer interaction records in the CRM system.
- Contribute to the development and maintenance of the knowledge base and support documentation.
- Mentor and train junior customer support representatives.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Proactively identify opportunities to improve the customer experience.
- Collaborate with cross-functional teams to resolve customer issues effectively.
- Adhere to service level agreements (SLAs) and quality standards.
- Associate's or Bachelor's degree in a related field, or equivalent work experience.
- 3+ years of experience in customer support, with at least 1 year in a senior or lead role.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent communication, listening, and interpersonal skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Strong problem-solving and analytical skills.
- Ability to empathize with customers and remain calm under pressure.
- Experience in a hybrid work environment is a plus.
- Knowledge of (Specific Product/Service Area) is highly desirable.
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2
Senior Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Dallas, Texas, US . This role is crucial for maintaining exceptional customer satisfaction and providing timely, accurate, and effective solutions to client inquiries. The ideal candidate will possess a strong understanding of customer service principles, excellent communication skills, and the ability to troubleshoot complex issues. As a Senior Specialist, you will handle escalated customer concerns, mentor junior team members, and contribute to the continuous improvement of our support processes. You will be responsible for managing inbound customer communications across various channels, including phone, email, and live chat. Your duties will include diagnosing and resolving technical issues, providing product information, processing orders or returns, and ensuring that every customer interaction is positive and productive. We are looking for an individual who is empathetic, patient, and dedicated to exceeding customer expectations. This position offers a hybrid work model, allowing for a balance between in-office collaboration and remote flexibility. Your input will be valued in developing new support strategies and enhancing the overall customer experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical problems and guide customers through step-by-step solutions.
- Escalate complex issues to appropriate departments when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Identify and report trends in customer issues to management.
- Proactively identify opportunities to improve customer satisfaction and loyalty.
- Train and mentor new customer support representatives.
- Contribute to the development and implementation of support policies and procedures.
- Participate in team meetings and contribute to departmental goals.
- Stay up-to-date with product knowledge and industry best practices.
Qualifications:
- Proven experience as a Customer Support Specialist or in a similar client-facing role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to remain calm and professional under pressure.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Experience with troubleshooting common software and hardware issues.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Ability to work effectively both independently and as part of a team.
- Strong organizational and time management skills.
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3
Senior Customer Support Specialist
75201 Dallas, Texas
$52000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Dallas, Texas, US . This role is pivotal in ensuring customer satisfaction by providing exceptional support and resolving complex issues efficiently. The ideal candidate will possess a strong understanding of customer service best practices, excellent communication skills, and the ability to de-escalate challenging situations with professionalism. You will be responsible for handling inbound customer inquiries via phone, email, and chat, meticulously documenting all interactions in our CRM system. A key aspect of this role involves troubleshooting technical problems, guiding customers through step-by-step solutions, and escalating critical issues to appropriate departments when necessary. Furthermore, you will contribute to the development of support documentation and knowledge base articles, helping to empower both customers and internal teams. We are looking for an individual who can proactively identify areas for service improvement and collaborate with cross-functional teams to implement solutions. This role requires a keen eye for detail, patience, and a genuine passion for helping others. The successful candidate will also be involved in training new support staff and mentoring junior team members, fostering a culture of continuous learning and high performance. This is an excellent opportunity to advance your career in customer service within a supportive and growth-oriented environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide outstanding customer support across multiple channels.
- Resolve complex customer issues and complaints in a timely and satisfactory manner.
- Maintain accurate and detailed records of customer interactions.
- Troubleshoot and diagnose technical problems, offering effective solutions.
- Escalate unresolved issues to senior management or specialized teams.
- Contribute to the creation and maintenance of support documentation and FAQs.
- Identify trends in customer inquiries and provide feedback for product/service improvements.
- Assist in training and onboarding new customer support representatives.
- Mentor junior team members and promote best practices.
- Participate in team meetings and contribute to departmental goals.
Qualifications:
- Proven experience in a customer service or helpdesk role, with at least 2 years in a senior capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work effectively in a fast-paced environment.
- High school diploma or equivalent; college degree preferred.
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4
Lead Customer Support Specialist
75201 Dallas, Texas
$70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a fast-growing SaaS company, is seeking an experienced and empathetic Lead Customer Support Specialist to join their fully remote team. In this vital role, you will be responsible for leading a team of support specialists, ensuring exceptional customer service delivery, and driving improvements in support processes and customer satisfaction. You will act as a primary point of contact for escalated customer issues, providing expert solutions and fostering positive customer relationships.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer support specialists, fostering a high-performance and customer-centric culture.
- Handle and resolve escalated customer inquiries and complaints with professionalism and efficiency.
- Develop and implement best practices for customer support operations, including ticketing, response times, and resolution rates.
- Analyze customer feedback and support data to identify trends, areas for improvement, and opportunities for product enhancement.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Train new support team members on product knowledge, support tools, and company procedures.
- Collaborate with product, engineering, and sales teams to ensure customer issues are addressed effectively and feedback is incorporated.
- Monitor key support metrics and KPIs, reporting on team performance and customer satisfaction.
- Proactively identify potential customer issues and develop strategies to mitigate them.
- Stay up-to-date with product updates and new features to provide accurate and timely support.
- Champion the voice of the customer within the organization.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer support, with at least 1-2 years in a lead or supervisory role.
- Proven experience in managing and motivating a remote support team.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems.
- Strong understanding of SaaS products and customer support best practices.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote environment.
- A passion for delivering outstanding customer experiences.
- Detail-oriented with a commitment to accuracy and thoroughness.
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5
Senior Customer Support Engineer
75201 Dallas, Texas
$90000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a rapidly expanding software company specializing in enterprise solutions, is seeking a highly skilled Senior Customer Support Engineer to join their technical support team in Dallas, Texas, US . This role is critical in providing advanced technical assistance to customers, troubleshooting complex software issues, and ensuring a high level of customer satisfaction. You will be responsible for diagnosing and resolving intricate software bugs, providing in-depth technical guidance, and collaborating with product development teams to escalate and resolve critical issues. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and a deep understanding of enterprise software architectures and databases. You will also play a key role in developing knowledge base articles, training materials, and best practices documentation to empower customers and internal support teams. This position offers an excellent opportunity to work with cutting-edge technology and contribute to the success of a dynamic organization.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and ticketing systems.
- Diagnose, troubleshoot, and resolve complex software issues reported by customers.
- Analyze software behavior, identify root causes of problems, and propose effective solutions.
- Collaborate with software developers and QA engineers to escalate, track, and resolve product defects.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Assist in the creation of training materials for customers and internal support staff.
- Manage and prioritize a queue of support requests, ensuring timely resolution and customer satisfaction.
- Contribute to the improvement of support processes and tools.
- Participate in on-call rotation to provide after-hours support as needed.
- Identify recurring customer issues and provide feedback to product management for product enhancement.
- Build strong relationships with key customer accounts, serving as a trusted technical advisor.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 5 years of experience in technical support or a similar customer-facing technical role.
- Proven experience troubleshooting complex software applications, preferably in an enterprise environment.
- Strong understanding of databases (SQL), operating systems (Windows, Linux), and network protocols.
- Experience with scripting languages (e.g., Python, PowerShell) is a plus.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to explain complex technical concepts clearly to both technical and non-technical audiences.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
- Ability to work independently and as part of a collaborative team.
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6
Senior Customer Support Specialist
75201 Dallas, Texas
$22 Hourly
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Dallas, Texas, US . This role is crucial in ensuring our customers receive exceptional support and their issues are resolved efficiently and effectively. As a Senior Specialist, you will be a point of escalation for complex customer inquiries, mentor junior support staff, and contribute to the continuous improvement of our support processes.
Responsibilities:
Qualifications:
This position offers a competitive salary and benefits package, along with opportunities for professional growth within a leading organization. If you are passionate about delivering outstanding customer experiences and possess the skills and dedication we are looking for, we encourage you to apply.
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues, product inquiries, and account-related problems.
- Escalate complex or unresolved issues to appropriate departments or senior management.
- Document all customer interactions and resolutions accurately in the CRM system.
- Develop and maintain a deep understanding of our products and services.
- Train and mentor new and existing customer support representatives.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Assist in the development and implementation of new support strategies and initiatives.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
Qualifications:
- Proven experience in a customer service or helpdesk role, with at least 3 years in a senior or lead capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Bachelor's degree in a related field or equivalent work experience.
- Experience in (specific industry related to the fictional product) is a plus.
- Ability to analyze data and identify trends.
- A proactive approach to identifying and resolving potential issues.
This position offers a competitive salary and benefits package, along with opportunities for professional growth within a leading organization. If you are passionate about delivering outstanding customer experiences and possess the skills and dedication we are looking for, we encourage you to apply.
Apply Now
7
Senior Customer Support Specialist
75201 Dallas, Texas
$23 Hourly
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Dallas, Texas, US . This role plays a critical part in ensuring customer satisfaction and providing exceptional technical assistance. The ideal candidate will possess excellent communication skills, a strong problem-solving aptitude, and a deep understanding of customer service best practices. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, escalating problems to appropriate departments when necessary, and documenting all customer interactions accurately. Furthermore, you will be involved in training junior support staff, developing support documentation, and contributing to process improvement initiatives within the customer service department. The role requires a proactive approach to identifying and resolving customer pain points, ensuring a seamless and positive experience for all users of our client's products and services. We are looking for individuals who are passionate about delivering outstanding support and have a proven track record of success in a similar role. This position offers a competitive salary and benefits package, along with opportunities for professional growth and development within a leading organization. The hybrid work model allows for a balance between in-office collaboration and remote flexibility, fostering a productive and engaging work environment. You will work closely with cross-functional teams, including engineering and product development, to relay customer feedback and contribute to product enhancements. The ability to manage multiple priorities, work under pressure, and maintain a calm and professional demeanor are essential attributes for success in this role. We are committed to fostering a supportive and inclusive workplace where every team member can thrive and contribute to our shared success. The ideal candidate will be adept at using various support tools and CRM systems to manage and track customer issues effectively.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to software and hardware.
- Escalate complex issues to the appropriate technical teams.
- Document all customer interactions and resolutions in the CRM system.
- Develop and maintain customer support documentation and knowledge base articles.
- Train and mentor junior customer support representatives.
- Identify trends in customer issues and provide feedback for product improvement.
- Participate in team meetings and contribute to process improvement initiatives.
- Ensure customer satisfaction by providing proactive and responsive support.
- Maintain a high level of product knowledge and technical expertise.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 3 years of experience in a customer support or helpdesk role.
- Proven experience with CRM software and support ticketing systems.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and as part of a team.
- Proficiency in common operating systems and software applications.
Apply Now
8
Remote Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Remote Customer Support Specialist to join their fully remote team, based out of **Dallas, Texas, US**. In this role, you will be the first point of contact for customers, providing exceptional support and resolving inquiries efficiently and effectively. You will leverage various communication channels, including phone, email, and chat, to assist customers with product information, troubleshooting, and account management. This is a fantastic opportunity for individuals who thrive in a remote work environment and are passionate about delivering outstanding customer experiences.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Troubleshoot and resolve customer issues related to products, services, and accounts.
- Educate customers on product features, services, and best practices.
- Document customer interactions, issues, and resolutions in the CRM system accurately.
- Escalate complex issues to appropriate departments for resolution, ensuring follow-up.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Contribute to the development and maintenance of a comprehensive knowledge base.
- Meet and exceed performance metrics related to customer satisfaction, response time, and resolution rates.
- Collaborate with team members to share best practices and improve support processes.
- Maintain a positive and professional attitude while representing the company.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a related field (at least 1-2 years).
- Excellent verbal and written communication skills.
- Strong problem-solving and active listening abilities.
- Proficiency with CRM software and ticketing systems.
- Ability to multitask and manage time effectively in a remote setting.
- Comfortable working independently with minimal supervision.
- A reliable internet connection and a dedicated workspace conducive to a remote role.
- Tech-savvy with the ability to learn new software and systems quickly.
- A passion for helping others and delivering exceptional service.
Apply Now
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