57 Support Roles jobs in Crandall
Customer Support Specialist
75201 Dallas, Texas
$45000 Annually
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Our client is seeking a dedicated and empathetic Customer Support Specialist to join their growing team in Dallas, Texas, US . In this role, you will be the primary point of contact for customers, providing exceptional service and timely resolutions to inquiries and issues across various communication channels, including phone, email, and live chat. You will work within a hybrid model, balancing remote work with in-office collaboration to foster teamwork and knowledge sharing. The ideal candidate is a natural problem-solver with excellent communication skills, a patient demeanor, and a commitment to exceeding customer expectations.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and professionally to customer inquiries, providing accurate information and solutions.
- Troubleshoot and resolve customer issues related to products or services, escalating complex problems when necessary.
- Document all customer interactions, transactions, comments, and actions accurately in the CRM system.
- Identify and escalate priority issues or recurring problems to the appropriate internal teams.
- Educate customers on product features, benefits, and best practices.
- Build and maintain strong customer relationships by providing consistent, high-quality support.
- Contribute to team goals and performance metrics, aiming for excellent customer satisfaction scores.
- Stay up-to-date on product knowledge and company policies to ensure accurate information delivery.
- Participate in team meetings and training sessions to enhance skills and knowledge.
- Provide feedback to management on customer trends and potential product improvements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Assist in developing and maintaining support documentation and FAQs.
- Collaborate with sales and technical teams to ensure a seamless customer experience.
- Identify opportunities to upsell or cross-sell relevant products or services where appropriate.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support experience or experience as a client service representative.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM systems and help desk software.
- Ability to multitask, prioritize, and manage time effectively.
- A patient and customer-centric attitude.
- Comfortable working in a hybrid environment, balancing remote and in-office duties at our Dallas, Texas, US location.
- Experience in the (Industry relevant to the client, e.g., SaaS, E-commerce, Telecommunications) sector is a plus.
- Ability to adapt to a fast-paced work environment.
- Demonstrated ability to handle stressful situations calmly and effectively.
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0
Senior Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
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Our client, a leading provider of innovative software solutions, is looking for a dedicated Senior Customer Support Specialist to join their client services team in Dallas, Texas, US . This role is critical in providing exceptional technical support and ensuring a positive customer experience. The ideal candidate will have a strong aptitude for technology, excellent communication skills, and a passion for helping customers resolve issues effectively and efficiently. Responsibilities include responding to customer inquiries via phone, email, and chat; troubleshooting technical problems related to the company's software products; escalating complex issues to higher-level support or development teams; documenting customer interactions and solutions; developing and maintaining support documentation and FAQs; and identifying opportunities to improve customer satisfaction and retention. Experience with CRM software and ticketing systems is essential. You will also play a role in training and mentoring junior support staff. This is a great opportunity to work with a growing technology company in a collaborative team environment, offering opportunities for professional development. The successful candidate will be patient, empathetic, and possess strong problem-solving skills with a keen attention to detail.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide high-quality technical support to customers via multiple channels (phone, email, chat).
- Diagnose and resolve software-related issues, providing clear and concise solutions.
- Escalate unresolved issues to appropriate departments in a timely manner.
- Maintain accurate records of customer interactions and issue resolution in the CRM/ticketing system.
- Contribute to the creation and updating of knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback to product development teams.
- Assist in training and mentoring new customer support representatives.
- Strive to achieve high levels of customer satisfaction and retention.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 2-4 years of experience in customer support, technical support, or a similar role.
- Strong technical aptitude and ability to learn new software quickly.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to work effectively in a team environment and manage multiple priorities.
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1
Senior Customer Support Specialist
75201 Dallas, Texas
$22 Hourly
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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 our client's reputation for exceptional customer service. You will be responsible for handling complex customer inquiries, troubleshooting issues, and providing timely and effective solutions. The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong understanding of customer service best practices. You will also mentor junior team members, contribute to training materials, and identify areas for process improvement within the support department. This position requires a proactive approach to problem-solving and a commitment to exceeding customer expectations. Responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a professional and timely manner.
- Investigating and resolving complex customer issues, escalating when necessary.
- Providing guidance and support to customers on product usage and troubleshooting.
- Documenting all customer interactions and resolutions accurately in the CRM system.
- Collaborating with other departments to ensure customer satisfaction.
- Developing and maintaining knowledge base articles and support documentation.
- Training and mentoring new customer support representatives.
- Analyzing customer feedback to identify trends and areas for improvement.
- Participating in team meetings and contributing to departmental goals.
- Staying up-to-date with product updates and industry best practices.
- 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 in CRM software and ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Experience in a similar industry is a plus.
- Demonstrated ability to work collaboratively with a team.
- A commitment to delivering outstanding customer experiences.
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2
Senior Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
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Job Description
Our client is seeking a dedicated and customer-focused Senior Customer Support Specialist to enhance their support operations in Dallas, Texas, US . In this role, you will be the primary point of contact for customers, providing exceptional assistance and resolving technical issues with professionalism and efficiency. You will handle complex customer inquiries, troubleshoot product-related problems, and ensure customer satisfaction. This position involves collaborating with internal teams to escalate and resolve advanced issues, and contributing to the improvement of support processes and knowledge bases. The ideal candidate is empathetic, patient, and possesses excellent communication skills.
Key Responsibilities:
Key Responsibilities:
- Provide high-level technical support and troubleshooting for customer inquiries via phone, email, and chat.
- Resolve complex customer issues, escalating to appropriate departments when necessary.
- Educate customers on product features and best practices.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
- Develop and maintain customer support documentation, FAQs, and knowledge base articles.
- Train and mentor junior support specialists.
- Contribute to the development and implementation of new customer support strategies.
- Ensure a high level of customer satisfaction and retention.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 4 years of experience in customer support, technical support, or a related role.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent communication, listening, and interpersonal skills.
- Patience, empathy, and a strong customer-centric mindset.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Experience in a senior or lead support role is a plus.
- Knowledge of the specific industry or products supported is beneficial.
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3
Lead Customer Support Specialist
75201 Dallas, Texas
$65000 Annually
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Job Description
Our client, a rapidly growing technology company in **Dallas, Texas, US**, is looking for an experienced and dedicated Lead Customer Support Specialist to manage and enhance their customer service operations. This role involves not only providing exceptional customer support but also mentoring a team of support professionals, optimizing support processes, and ensuring high levels of customer satisfaction. If you are passionate about customer success and have a knack for problem-solving, this is the perfect opportunity for you.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
- Handle escalated customer inquiries and complex technical issues with efficiency and professionalism.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor customer support performance metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
- Analyze customer feedback and trends to provide insights to product and service development teams.
- Ensure timely and accurate resolution of customer issues across various communication channels (phone, email, chat).
- Manage the ticketing system and ensure efficient workflow and case management.
- Create and update knowledge base articles, FAQs, and support documentation.
- Collaborate with other departments, such as Sales and Product, to resolve customer issues and improve overall customer experience.
- Act as a primary point of contact for key customer accounts.
- Participate in the hiring and onboarding process for new support team members.
- Identify opportunities to improve customer self-service resources.
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a lead or supervisory role.
- Proven ability to manage and motivate a support team.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Strong communication, interpersonal, and active listening skills.
- Experience with CRM and customer support ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to remain calm and professional under pressure.
- Demonstrated ability to handle difficult customer interactions effectively.
- Proficiency in common office software.
- Experience in the technology sector is highly preferred.
- Commitment to delivering outstanding customer experiences.
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4
Lead Customer Support Specialist
75201 Dallas, Texas
$70000 Annually
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Job Description
Our client is looking for a dedicated and experienced Lead Customer Support Specialist to guide their customer service operations in Dallas, Texas, US . This role is vital for ensuring exceptional customer satisfaction and efficient resolution of inquiries across multiple support channels. You will be responsible for managing a team of support representatives, developing support strategies, handling complex customer issues, and contributing to the continuous improvement of customer service processes and tools. The ideal candidate possesses outstanding communication skills, a deep understanding of customer service best practices, and a proven ability to lead and motivate a team. Responsibilities include:
- Leading and mentoring a team of customer support representatives, providing guidance and performance feedback.
- Managing the day-to-day operations of the customer support department, ensuring timely and effective issue resolution.
- Developing and implementing customer service policies, procedures, and scripts.
- Handling escalated customer issues, acting as a point of escalation for complex problems.
- Monitoring customer service metrics and KPIs (e.g., response time, resolution time, customer satisfaction) and implementing strategies to improve them.
- Training new team members and conducting ongoing training for existing staff.
- Analyzing customer feedback and support trends to identify areas for product or service improvement.
- Collaborating with other departments (e.g., product, engineering) to resolve customer issues and enhance the overall customer experience.
- Maintaining an up-to-date knowledge base and FAQs for customer self-service.
- Ensuring adherence to service level agreements (SLAs) and company quality standards.
- Associate's or Bachelor's degree in Business, Communications, or a related field.
- 4+ years of experience in customer service or technical support, with at least 1-2 years in a lead or supervisory role.
- Proven experience managing and motivating a customer support team.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of customer service principles and best practices.
- Ability to handle stressful situations and de-escalate customer concerns effectively.
- Experience in developing training materials and conducting training sessions.
- Ability to analyze data and identify trends for service improvement.
- A passion for delivering outstanding customer experiences.
Apply Now
5
Senior Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
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Job Description
Our client is a dynamic and rapidly growing technology company, known for its innovative solutions and exceptional customer experience. We are seeking a highly skilled and motivated Senior Customer Support Specialist to join our dedicated support team. This position, based in the vibrant city of Dallas, Texas, US , is instrumental in ensuring our clients receive prompt, effective, and personalized assistance. You will be the first point of contact for customer inquiries via phone, email, and live chat, providing technical troubleshooting, product information, and solutions to a wide range of issues. A key responsibility involves resolving complex customer problems, escalating critical issues to appropriate departments when necessary, and thoroughly documenting all customer interactions and resolutions. You will also be tasked with identifying trends in customer issues and providing feedback to product development and quality assurance teams to drive improvements. Training and mentoring junior support staff will be an integral part of this role, sharing your expertise and best practices. Proactively identifying opportunities to enhance the customer support process and contributing to the development of knowledge base articles and FAQs are highly valued. The ideal candidate will possess exceptional communication skills, a patient demeanor, and a deep understanding of our products and services. A strong technical aptitude and problem-solving ability are essential. This role offers a fantastic opportunity to be part of a forward-thinking company and directly contribute to customer satisfaction and loyalty.
Key Responsibilities:
Key Responsibilities:
- Provide exceptional customer support via phone, email, and chat.
- Troubleshoot and resolve technical issues and customer inquiries efficiently.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Escalate complex issues to appropriate teams and follow up to ensure resolution.
- Identify and report on recurring customer issues and trends.
- Contribute to the development of knowledge base articles and support documentation.
- Train and mentor new and existing customer support representatives.
- Proactively identify opportunities to improve the customer support experience.
- Gather customer feedback and relay it to relevant departments.
- Maintain a high level of customer satisfaction and loyalty.
- High school diploma or equivalent; Bachelor's degree preferred.
- Minimum of 3 years of experience in customer support, technical support, or a related field.
- Proven ability to troubleshoot technical problems effectively.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and a customer-centric attitude.
- Proficiency with CRM software and ticketing systems.
- Ability to manage multiple tasks and prioritize effectively.
- Demonstrated ability to work independently and as part of a team.
- Experience in a remote work environment is a plus.
Apply Now
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6
Senior Customer Support Specialist
75201 Dallas, Texas
$55000 Annually
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Job Description
Our client, a rapidly growing technology firm with a strong focus on customer satisfaction, is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their dedicated team in Dallas, Texas . This role is pivotal in ensuring our clients receive prompt, effective, and friendly support for our innovative software products. The ideal candidate will have extensive experience in customer service, excellent communication skills, and a passion for problem-solving and helping others.
Responsibilities:
Qualifications:
Join a supportive and dynamic team in Dallas, Texas , and play a crucial role in maintaining our client's reputation for outstanding customer care. If you are a seasoned support professional looking for a challenging and rewarding opportunity, we encourage you to apply.
Responsibilities:
- Handle a high volume of inbound customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide advanced technical support and troubleshooting for software-related issues.
- Diagnose complex customer problems and develop effective solutions, escalating when necessary.
- Educate customers on product features and functionalities, guiding them towards efficient usage.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to the product development team for service improvements.
- Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
- Train and mentor junior support staff, sharing best practices and expertise.
- Participate in quality assurance monitoring and provide feedback on support performance.
- Maintain a deep understanding of the company's products and services.
Qualifications:
- Associate's degree or equivalent experience in a customer-facing role.
- Minimum of 4 years of experience in customer support, technical support, or a related role, preferably in the software or technology industry.
- Proven ability to troubleshoot and resolve technical issues for end-users.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong active listening and problem-solving skills.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A patient, empathetic, and customer-centric approach to service.
- Experience in training or mentoring colleagues is a plus.
- High school diploma or equivalent is required.
Join a supportive and dynamic team in Dallas, Texas , and play a crucial role in maintaining our client's reputation for outstanding customer care. If you are a seasoned support professional looking for a challenging and rewarding opportunity, we encourage you to apply.
Apply Now
7
Senior Customer Support Specialist - Technical
75201 Dallas, Texas
$65000 Annually
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Job Description
Our client, a rapidly expanding SaaS provider, is seeking a highly skilled and customer-focused Senior Customer Support Specialist to join their dedicated team in Dallas, Texas . This role is critical in providing exceptional technical support and ensuring customer satisfaction with our client's innovative software solutions. You will be responsible for troubleshooting complex technical issues, guiding customers through product usage, and escalating unresolved problems to the appropriate teams, acting as a key point of contact for our valued clients.
Key Responsibilities:
The ideal candidate will possess an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 4-6 years of experience in technical customer support, preferably within the SaaS or software industry, is required. Strong technical aptitude and the ability to troubleshoot complex software issues are essential. Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems is a must. Excellent communication, interpersonal, and problem-solving skills are critical. The ability to explain technical concepts clearly to both technical and non-technical users is highly valued. Experience with scripting languages or basic coding knowledge is a plus. A customer-centric mindset and a passion for delivering outstanding support are paramount. Join a dynamic and growing technology company in the heart of Dallas, Texas .
Key Responsibilities:
- Providing advanced technical support to customers via phone, email, and chat, addressing complex inquiries and troubleshooting technical issues related to the software.
- Guiding customers through product features, functionalities, and best practices to ensure successful adoption and utilization.
- Diagnosing and resolving software-related problems, including bugs, performance issues, and integration challenges.
- Documenting customer interactions, technical issues, and resolutions in the CRM system accurately and thoroughly.
- Escalating complex or unresolved issues to Tier 2/3 support or engineering teams, ensuring timely resolution and effective communication with the customer.
- Developing and maintaining knowledge base articles, FAQs, and user guides to empower customers and reduce support volume.
- Identifying trends in customer issues and providing feedback to product development and engineering teams for product improvement.
- Training and mentoring junior support staff, sharing expertise and best practices.
- Contributing to the development and implementation of customer support processes and policies.
- Proactively identifying opportunities to improve the customer support experience and drive customer loyalty.
The ideal candidate will possess an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 4-6 years of experience in technical customer support, preferably within the SaaS or software industry, is required. Strong technical aptitude and the ability to troubleshoot complex software issues are essential. Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems is a must. Excellent communication, interpersonal, and problem-solving skills are critical. The ability to explain technical concepts clearly to both technical and non-technical users is highly valued. Experience with scripting languages or basic coding knowledge is a plus. A customer-centric mindset and a passion for delivering outstanding support are paramount. Join a dynamic and growing technology company in the heart of Dallas, Texas .
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8
Customer Support Specialist - Tier 2
75201 Dallas, Texas
$48000 Annually
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Our client is looking for a dedicated and technically adept Customer Support Specialist to join their dynamic team in Dallas, Texas, US . This is a remote position focused on providing exceptional Tier 2 support to customers experiencing complex technical issues with our client's software products. You will be the primary point of contact for escalated customer inquiries, troubleshooting intricate problems, and providing timely and effective solutions. Responsibilities include analyzing customer issues, diagnosing software defects, and working collaboratively with the engineering and product development teams to resolve bugs and implement improvements. You will also be responsible for documenting solutions, creating knowledge base articles, and contributing to the continuous improvement of support processes.
The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a proven ability to communicate technical information clearly to both technical and non-technical audiences. A minimum of 3 years of experience in a technical support role, preferably with SaaS products, is required. Familiarity with CRM systems, ticketing platforms, and remote support tools is essential. You should be proficient in troubleshooting common software issues, understanding system logs, and potentially possess basic knowledge of databases or scripting. Exceptional customer service skills, including empathy, patience, and a results-oriented approach, are critical for success in this role. The ability to work independently, manage your time effectively, and meet service level agreements is also highly valued.
Responsibilities:
The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a proven ability to communicate technical information clearly to both technical and non-technical audiences. A minimum of 3 years of experience in a technical support role, preferably with SaaS products, is required. Familiarity with CRM systems, ticketing platforms, and remote support tools is essential. You should be proficient in troubleshooting common software issues, understanding system logs, and potentially possess basic knowledge of databases or scripting. Exceptional customer service skills, including empathy, patience, and a results-oriented approach, are critical for success in this role. The ability to work independently, manage your time effectively, and meet service level agreements is also highly valued.
Responsibilities:
- Provide Tier 2 technical support to customers via phone, email, and chat.
- Troubleshoot and resolve complex software-related issues.
- Diagnose and document software bugs for escalation to engineering.
- Collaborate with development teams on bug fixes and product improvements.
- Create and update knowledge base articles and troubleshooting guides.
- Maintain clear and concise customer interaction records in the CRM system.
- Achieve and maintain target customer satisfaction scores and response times.
- Identify trends in customer issues and provide feedback for product enhancement.
- Minimum 3 years of experience in technical customer support.
- Proven ability to troubleshoot complex software issues.
- Strong understanding of customer service best practices.
- Excellent written and verbal communication skills.
- Proficiency with CRM and ticketing systems.
- Ability to work independently and manage workload effectively.
- Familiarity with SaaS products is a plus.
- A positive and patient attitude.
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