69 Support Specialist jobs in Grand Rapids
Customer Support Specialist
49503 Grand Rapids, Michigan
$52000 Annually
WhatJobs
Posted 22 days ago
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Job Description
Our client is seeking enthusiastic and customer-focused individuals to join their fully remote Customer Service & Helpdesk team. As a Customer Support Specialist, you will be the primary point of contact for our customers, providing exceptional support and resolving inquiries via phone, email, and chat. Your role is critical in ensuring customer satisfaction and maintaining a positive brand image. The ideal candidate will possess outstanding communication and problem-solving skills, with a genuine desire to help others. Responsibilities include responding promptly to customer requests, troubleshooting technical issues, guiding customers through product features and functionalities, and documenting customer interactions accurately. You will also escalate complex issues to appropriate departments when necessary. We are looking for individuals who are patient, empathetic, and possess a calm demeanor, even in challenging situations. Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems is highly desirable. A high school diploma or equivalent is required, with some college coursework or a degree being a plus. Previous experience in a customer service or support role is preferred. This fully remote position offers the flexibility to work from home, providing a great work-life balance. You will be part of a supportive and collaborative team environment, with opportunities for growth and professional development. Strong organizational skills and the ability to manage multiple tasks simultaneously are essential for success in this role. Join us in delivering outstanding service and building lasting relationships with our valued customers. This position is based in the vibrant community of Grand Rapids, Michigan, US .
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0
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$22 Hourly
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Customer Support Specialist to join their dynamic team in Grand Rapids, Michigan, US . This pivotal role involves providing exceptional technical assistance and guidance to a diverse customer base. You will be responsible for troubleshooting complex issues, documenting solutions, and escalating critical problems to appropriate departments. The ideal candidate will possess excellent communication skills, a deep understanding of customer service principles, and a proactive approach to problem-solving. You will also be involved in training junior support staff and contributing to the continuous improvement of support processes and knowledge bases.
Key responsibilities include:
We are looking for individuals with at least 3-5 years of experience in a customer support or helpdesk role, preferably within a technology-driven industry. A strong technical aptitude, including proficiency with CRM software and ticketing systems, is essential. Excellent active listening and empathy skills are paramount. The ability to explain technical concepts to non-technical users is crucial. This role requires a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Join us and contribute to providing outstanding support in a challenging yet rewarding environment. This is a hybrid position, offering a blend of in-office and remote work flexibility.
Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnosing and resolving technical issues across various software and hardware platforms.
- Escalating unresolved issues to senior technical staff or development teams, ensuring thorough documentation.
- Creating and maintaining comprehensive support documentation, FAQs, and troubleshooting guides.
- Analyzing support trends to identify areas for product or service improvement.
- Collaborating with product and engineering teams to relay customer feedback and advocate for user needs.
- Mentoring and guiding junior support agents, fostering a collaborative team environment.
- Adhering to service level agreements (SLAs) to ensure customer satisfaction.
- Participating in team meetings and training sessions to stay updated on product knowledge and support best practices.
We are looking for individuals with at least 3-5 years of experience in a customer support or helpdesk role, preferably within a technology-driven industry. A strong technical aptitude, including proficiency with CRM software and ticketing systems, is essential. Excellent active listening and empathy skills are paramount. The ability to explain technical concepts to non-technical users is crucial. This role requires a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Join us and contribute to providing outstanding support in a challenging yet rewarding environment. This is a hybrid position, offering a blend of in-office and remote work flexibility.
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1
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$22 Hourly
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Specialist to join their dynamic team. This role is pivotal in ensuring exceptional service delivery and fostering strong customer relationships. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing comprehensive solutions through various communication channels, including phone, email, and live chat. A significant part of your role will involve mentoring junior support staff, developing best practices for customer interactions, and contributing to the continuous improvement of our support processes. You will also be tasked with identifying trends in customer feedback and escalating critical issues to relevant departments for resolution. The ideal candidate possesses outstanding problem-solving abilities, a patient and professional demeanor, and a deep understanding of customer service principles. Experience with CRM software and helpdesk ticketing systems is essential. You will be expected to maintain a high level of accuracy in documentation and provide clear, concise feedback. The ability to work collaboratively in a team environment and independently manage your workload is crucial. This is an excellent opportunity to grow your career in a supportive and forward-thinking organization. The primary work location for this role will be in the **Grand Rapids, Michigan, US** area, with a hybrid work arrangement allowing for a blend of in-office and remote work. This role requires a commitment to upholding the company's reputation for excellent customer care and a dedication to achieving service level agreements. If you are passionate about helping people and thrive in a challenging yet rewarding environment, we encourage you to apply.
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2
Senior Customer Support Specialist
49504 Grand Rapids, Michigan
$55000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly experienced Senior Customer Support Specialist to join their fully remote support team. This position is 100% remote, offering the flexibility to work from any location within the US while providing top-tier assistance to our valued customers. As a Senior Specialist, you will be responsible for resolving complex technical issues, providing in-depth product guidance, and acting as a point of escalation for challenging customer inquiries. Your expertise will be critical in ensuring high levels of customer satisfaction and retention.
Your role will involve troubleshooting software applications, guiding users through advanced features, and documenting solutions for our knowledge base. You will collaborate closely with engineering and product teams to identify and resolve bugs, provide feedback on product improvements, and contribute to the development of support resources. This position requires excellent problem-solving skills, a deep understanding of customer support best practices, and the ability to communicate technical information clearly and empathetically to a diverse customer base. You will be expected to mentor junior support staff, train new team members, and contribute to the overall efficiency and effectiveness of the support department. Proactive engagement with customers and a commitment to delivering exceptional service are paramount in this remote role. You will utilize various communication channels, including email, chat, and phone, to support our global customer base.
Key responsibilities include:
The ideal candidate will possess an Associate's or Bachelor's degree in a relevant field, or equivalent practical experience. A minimum of 4-6 years of experience in customer support, technical support, or helpdesk roles, with a focus on software products, is required. Proven experience in troubleshooting complex technical issues and a strong understanding of SaaS support environments are essential. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly, are a must. Proficiency with CRM software (e.g., Zendesk, HubSpot) and ticketing systems is required. The ability to work independently, manage time effectively, and maintain high productivity in a remote setting is critical. Experience with knowledge base management and a passion for customer advocacy are highly valued.
Your role will involve troubleshooting software applications, guiding users through advanced features, and documenting solutions for our knowledge base. You will collaborate closely with engineering and product teams to identify and resolve bugs, provide feedback on product improvements, and contribute to the development of support resources. This position requires excellent problem-solving skills, a deep understanding of customer support best practices, and the ability to communicate technical information clearly and empathetically to a diverse customer base. You will be expected to mentor junior support staff, train new team members, and contribute to the overall efficiency and effectiveness of the support department. Proactive engagement with customers and a commitment to delivering exceptional service are paramount in this remote role. You will utilize various communication channels, including email, chat, and phone, to support our global customer base.
Key responsibilities include:
- Providing advanced technical support and troubleshooting for complex software issues.
- Acting as a primary point of escalation for customer inquiries and technical challenges.
- Guiding customers through product features, functionalities, and best practices.
- Documenting support interactions, solutions, and troubleshooting steps in the CRM and knowledge base.
- Collaborating with engineering and product teams to report bugs and advocate for product enhancements.
- Mentoring and training junior customer support representatives.
- Developing and maintaining support documentation, FAQs, and tutorials.
- Analyzing support trends to identify areas for improvement in product or processes.
- Ensuring timely and effective resolution of customer issues, meeting or exceeding service level agreements (SLAs).
- Contributing to the continuous improvement of customer support strategies and tools.
The ideal candidate will possess an Associate's or Bachelor's degree in a relevant field, or equivalent practical experience. A minimum of 4-6 years of experience in customer support, technical support, or helpdesk roles, with a focus on software products, is required. Proven experience in troubleshooting complex technical issues and a strong understanding of SaaS support environments are essential. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly, are a must. Proficiency with CRM software (e.g., Zendesk, HubSpot) and ticketing systems is required. The ability to work independently, manage time effectively, and maintain high productivity in a remote setting is critical. Experience with knowledge base management and a passion for customer advocacy are highly valued.
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3
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$22 Hourly
WhatJobs
Posted 11 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 **Grand Rapids, Michigan, US**. This role is pivotal in ensuring exceptional customer experiences and maintaining high levels of client satisfaction. You will be responsible for handling complex customer inquiries, providing advanced troubleshooting, and mentoring junior support staff. The ideal candidate possesses a deep understanding of customer service principles, excellent communication skills, and the ability to remain calm and professional under pressure.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Investigate and resolve complex customer issues, escalating when necessary to appropriate departments.
- Develop and maintain a comprehensive knowledge base of products and services to assist customers effectively.
- Identify trends in customer issues and provide feedback to product development and management teams to drive improvements.
- Train and mentor new customer support representatives, sharing best practices and product knowledge.
- Contribute to the development and refinement of support processes and documentation.
- Analyze customer feedback and metrics to identify areas for service enhancement.
- Collaborate with cross-functional teams to ensure a seamless customer journey.
- Proactively identify potential customer service issues and implement preventative measures.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Proven experience (3+ years) in a customer service or helpdesk role, with at least 1 year in a senior or lead capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and as part of a team.
- Demonstrated ability to manage multiple priorities and meet deadlines.
- A passion for providing outstanding customer service.
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
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4
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$55000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This role is crucial in ensuring exceptional customer experiences by providing timely, accurate, and empathetic support across various communication channels. You will be the first point of contact for customer inquiries, technical issues, and service requests. As a Senior Specialist, you will also be responsible for mentoring junior team members, identifying recurring issues, and contributing to the improvement of support processes and documentation.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via email, phone, and live chat in a professional and courteous manner.
- Troubleshoot and resolve customer technical issues, guiding them through step-by-step solutions.
- Escalate complex issues to appropriate departments when necessary, ensuring clear documentation and follow-up.
- Maintain accurate records of customer interactions, transactions, comments, and actions.
- Develop and maintain a deep understanding of our client's products and services.
- Identify opportunities to improve customer satisfaction and loyalty through proactive engagement.
- Contribute to the creation and updating of knowledge base articles and FAQs.
- Participate in team meetings and training sessions to enhance skills and share best practices.
- Mentor and provide guidance to new and junior customer support representatives.
- Analyze support data to identify trends and recommend service improvements.
Qualifications:
- Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- Strong technical aptitude and ability to learn new software quickly.
- A passion for customer advocacy and delivering outstanding service.
- High school diploma or equivalent; associate's or bachelor's degree in a related field is a plus.
- Must have a reliable internet connection and a dedicated workspace conducive to remote work.
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5
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$22 Hourly
WhatJobs
Posted 14 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 Grand Rapids, Michigan, US . This role will be a critical point of contact for customers, providing exceptional support and resolving inquiries with efficiency and professionalism. You will be responsible for troubleshooting complex customer issues, escalating problems when necessary, and maintaining detailed records of all customer interactions.
Key responsibilities include:
We are looking for individuals who are detail-oriented, patient, and have the ability to work effectively both independently and as part of a team. This hybrid position offers a competitive salary and benefits package. If you are a dedicated professional looking to make a significant impact, we encourage you to apply.
Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a timely and courteous manner.
- Diagnosing and resolving technical issues with our client's products and services.
- Documenting customer interactions, issues, and resolutions in the CRM system.
- Providing feedback to product development and management teams regarding customer pain points and suggestions for improvement.
- Training and mentoring junior support staff.
- Developing and maintaining support documentation, FAQs, and knowledge base articles.
- Ensuring customer satisfaction through proactive communication and problem-solving.
- Collaborating with other departments to ensure a seamless customer experience.
- Adhering to service level agreements (SLAs) for response and resolution times.
- Identifying trends in customer issues and proposing solutions to prevent future occurrences.
- Participating in regular team meetings and performance reviews.
- Continuously learning about new product features and updates to provide accurate support.
- Contributing to a positive and supportive team environment.
We are looking for individuals who are detail-oriented, patient, and have the ability to work effectively both independently and as part of a team. This hybrid position offers a competitive salary and benefits package. If you are a dedicated professional looking to make a significant impact, we encourage you to apply.
Apply Now
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6
Senior Customer Support Specialist
49501 Grand Rapids, Michigan
$55000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their expanding team, servicing customers remotely across the US. This role is crucial for ensuring exceptional customer satisfaction and providing timely, effective solutions to inquiries and issues. The Senior Customer Support Specialist will handle complex customer cases, troubleshoot technical problems, and serve as a point of escalation for the support team.
You will be responsible for providing high-level support via phone, email, and chat, documenting customer interactions accurately, and contributing to the knowledge base. The ideal candidate will possess outstanding communication, problem-solving, and de-escalation skills, with a proven ability to remain calm and professional under pressure. A deep understanding of our client's products or services is essential, along with the ability to explain technical information clearly to non-technical users. This position also involves mentoring junior support staff, sharing best practices, and contributing to training initiatives. You will identify recurring customer issues and provide feedback to product development and other teams to drive continuous improvement. Our client is committed to delivering outstanding customer experiences, and the Senior Customer Support Specialist will be a key ambassador for this commitment. This is a fully remote position, offering flexibility and the opportunity to work from anywhere in the US. We are looking for a proactive, detail-oriented individual with a passion for helping people and a drive to exceed customer expectations. Your ability to quickly learn new systems and processes, coupled with your dedication to customer advocacy, will be highly valued. This is an excellent opportunity to advance your career in customer support within a dynamic and supportive environment.
Qualifications:
You will be responsible for providing high-level support via phone, email, and chat, documenting customer interactions accurately, and contributing to the knowledge base. The ideal candidate will possess outstanding communication, problem-solving, and de-escalation skills, with a proven ability to remain calm and professional under pressure. A deep understanding of our client's products or services is essential, along with the ability to explain technical information clearly to non-technical users. This position also involves mentoring junior support staff, sharing best practices, and contributing to training initiatives. You will identify recurring customer issues and provide feedback to product development and other teams to drive continuous improvement. Our client is committed to delivering outstanding customer experiences, and the Senior Customer Support Specialist will be a key ambassador for this commitment. This is a fully remote position, offering flexibility and the opportunity to work from anywhere in the US. We are looking for a proactive, detail-oriented individual with a passion for helping people and a drive to exceed customer expectations. Your ability to quickly learn new systems and processes, coupled with your dedication to customer advocacy, will be highly valued. This is an excellent opportunity to advance your career in customer support within a dynamic and supportive environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 4 years of experience in customer service or technical support roles.
- Proven experience in handling complex customer issues and escalations.
- Excellent verbal and written communication skills, with a clear and professional tone.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to empathize with customers and provide patient, effective solutions.
- Experience mentoring or training team members is a strong plus.
- Ability to work independently and manage time effectively in a remote work environment.
- Familiarity with (mention specific software/industry if applicable).
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7
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$25 Hourly
WhatJobs
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Specialist to join their dynamic team in Grand Rapids, Michigan, US . This role is pivotal in ensuring our customers receive exceptional assistance and find effective solutions to their inquiries. You will be responsible for handling complex customer issues, troubleshooting technical problems, and providing guidance on product usage. This is a hybrid position, requiring you to be in the office (Number) days per week, with the flexibility to work remotely on other days.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and resolve technical issues, escalating complex problems to higher-level support teams when necessary.
- Provide in-depth product knowledge and guidance to customers.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to product development and management teams.
- Train and mentor junior support staff.
- Develop and maintain support documentation, FAQs, and knowledge base articles.
- Proactively identify opportunities to improve the customer experience.
- Collaborate with cross-functional teams to ensure seamless customer support.
- Stay updated on product changes and industry best practices.
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 in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Patience, empathy, and a customer-centric attitude.
- Experience with (Specific Software/Tools if applicable) is a plus.
- A bachelor's degree in a related field is preferred.
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8
Senior Customer Support Specialist
49503 Grand Rapids, Michigan
$22 Hourly
WhatJobs
Posted 20 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 Grand Rapids, Michigan, US . This role is crucial in ensuring exceptional customer experiences through prompt, accurate, and empathetic issue resolution. You will be responsible for handling complex customer inquiries via phone, email, and chat, troubleshooting technical and non-technical problems, and escalating issues to appropriate departments when necessary. The ideal candidate will possess a deep understanding of customer service principles and best practices, coupled with a proven ability to de-escalate tense situations and find satisfactory solutions. You will also contribute to the development of support documentation, knowledge base articles, and training materials to enhance the overall efficiency and effectiveness of the support team. A key aspect of this role involves analyzing customer feedback and support trends to identify areas for improvement in products and services. You will collaborate closely with product, engineering, and sales teams to relay customer concerns and contribute to product enhancements. The ability to work independently while also being a collaborative team player is essential. This position offers a hybrid work model, blending the benefits of in-office collaboration with the flexibility of remote work. The successful candidate will demonstrate outstanding communication, problem-solving, and interpersonal skills. A strong technical aptitude and proficiency with CRM software and support ticketing systems are required. We are looking for individuals who are passionate about customer advocacy and committed to upholding the highest standards of service quality. This is an excellent opportunity to grow within a reputable organization and make a significant impact on customer satisfaction.
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