219 Support Specialists jobs in Columbus
Customer Support Manager
43215 Columbus, Ohio
$75000 Annually
WhatJobs
Posted 5 days ago
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Job Description
Our client is looking for a seasoned and empathetic Customer Support Manager to lead their dedicated support team. This on-site role is pivotal in ensuring exceptional customer service and maintaining high levels of customer satisfaction. You will be responsible for managing daily support operations, coaching and developing a team of customer service representatives, implementing efficient support processes, and analyzing customer feedback to identify areas for improvement. The ideal candidate possesses a strong background in customer service management, with a proven ability to motivate teams, resolve complex customer issues, and drive operational excellence. Key responsibilities include overseeing ticket management systems, ensuring timely and accurate responses to customer inquiries, developing training materials, setting performance metrics, and reporting on key support KPIs to senior management. A Bachelor's degree in Business Administration, Communications, or a related field, along with a minimum of 5 years of experience in customer service management, is required. Excellent communication, interpersonal, and problem-solving skills are essential. Experience with CRM software and helpdesk ticketing systems is a must. The ability to lead by example, foster a positive team environment, and advocate for the customer is crucial. This role offers a significant opportunity to impact customer loyalty and the overall success of the business. You will work closely with other departments to ensure a seamless customer experience. We seek a dedicated and passionate individual who is committed to delivering outstanding service and fostering a customer-centric culture within our client's organization in Columbus, Ohio, US .
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0
Senior Customer Support Specialist
43215 Columbus, Ohio
$55000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is searching for an experienced and empathetic Senior Customer Support Specialist to join their growing team. This role is crucial in maintaining high levels of customer satisfaction by providing exceptional technical and service support. You will be the primary point of contact for escalated customer issues, troubleshooting complex problems, and ensuring timely and effective resolution. Responsibilities include:
Location: Columbus, Ohio, US
- Handling inbound customer inquiries via phone, email, and chat, with a focus on resolving complex technical issues.
- Diagnosing and troubleshooting software and hardware problems for end-users.
- Providing clear and concise guidance on product usage and best practices.
- Documenting all customer interactions, issues, and resolutions in the CRM system.
- Escalating unresolved issues to appropriate internal teams (e.g., engineering, product development).
- Developing and maintaining comprehensive knowledge base articles and FAQs.
- Training and mentoring junior support staff on product knowledge and customer service protocols.
- Identifying trends in customer issues and providing feedback to product and engineering teams for improvement.
- Participating in user acceptance testing for new product releases.
- Collaborating with sales and account management teams to ensure a seamless customer experience.
Location: Columbus, Ohio, US
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1
Lead Customer Support Specialist
43215 Columbus, Ohio
$65000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is looking for a seasoned Lead Customer Support Specialist to spearhead our customer service operations from Columbus, Ohio, US . This fully remote position requires a proactive leader who can manage a team, enhance customer satisfaction, and contribute to the strategic development of our support functions. You will be instrumental in defining support protocols, training new agents, and ensuring that every customer interaction is positive and efficient. The role involves handling complex customer inquiries, resolving escalated issues, and identifying trends to drive product and service improvements. The ideal candidate will have a deep understanding of customer relationship management (CRM) systems and a proven track record of improving key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
Key Responsibilities:
Requirements include a Bachelor's degree or equivalent experience, with at least 5 years of experience in customer support, including 2 years in a leadership role. Exceptional communication, interpersonal, and problem-solving skills are crucial. Proficiency with CRM software (e.g., Salesforce, Zendesk) and a passion for delivering outstanding customer service are mandatory. This is a remote-first role, offering flexibility and the opportunity to build and shape a critical function within our growing company.
Key Responsibilities:
- Lead, mentor, and manage a team of customer support representatives.
- Develop and implement best practices for customer support, including response protocols and escalation procedures.
- Handle and resolve high-priority customer escalations with tact and efficiency.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Analyze customer feedback and support data to identify areas for improvement in products and services.
- Train new support staff on company policies, product knowledge, and effective communication techniques.
- Collaborate with other departments (e.g., Product, Sales) to ensure a cohesive customer experience.
- Maintain comprehensive knowledge of our products and services.
- Create and update support documentation, FAQs, and knowledge base articles.
- Champion a customer-centric culture throughout the organization.
Requirements include a Bachelor's degree or equivalent experience, with at least 5 years of experience in customer support, including 2 years in a leadership role. Exceptional communication, interpersonal, and problem-solving skills are crucial. Proficiency with CRM software (e.g., Salesforce, Zendesk) and a passion for delivering outstanding customer service are mandatory. This is a remote-first role, offering flexibility and the opportunity to build and shape a critical function within our growing company.
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2
Senior Customer Support Specialist
43215 Columbus, Ohio
$55000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Specialist to join their thriving customer service team. This hybrid role offers a blend of remote flexibility and in-office engagement at their location in Columbus, Ohio, US , providing a balanced work environment. The ideal candidate will possess exceptional communication skills, a deep understanding of customer service best practices, and a commitment to delivering outstanding support. This role involves handling complex customer inquiries, providing solutions, and contributing to the overall customer experience strategy.
Responsibilities:
Responsibilities:
- Provide advanced customer support via phone, email, and chat, addressing inquiries and resolving issues efficiently and effectively.
- Handle escalated customer complaints and challenging situations with professionalism and empathy.
- Troubleshoot technical and non-technical product/service issues, guiding customers through solutions.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Identify recurring customer pain points and provide feedback to product and service teams for continuous improvement.
- Assist in training and mentoring junior customer support representatives.
- Develop and update customer support knowledge base articles and FAQs.
- Proactively engage with customers to ensure satisfaction and gather feedback.
- Meet and exceed key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.
- Collaborate with internal departments to ensure a seamless customer journey.
- Stay up-to-date with product knowledge and industry trends.
- Participate in team meetings and contribute to a positive and collaborative work environment.
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 4 years of experience in customer service or technical support, with at least 1 year in a senior or lead role.
- Proven ability to handle complex customer issues and escalations.
- Excellent verbal and written communication skills, with strong active listening abilities.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Strong problem-solving and analytical skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
- Experience in (mention a specific industry relevant to the client, e.g., SaaS, e-commerce, telecommunications) is preferred.
- Must be able to work from our Columbus, Ohio, US office as required by the hybrid schedule.
- Strong technical aptitude and ability to quickly learn new products and systems.
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3
Lead Customer Support Specialist
43215 Columbus, Ohio
$65000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is looking for an experienced and empathetic Lead Customer Support Specialist to manage and elevate the customer service experience for their user base, operating remotely. In this vital role, you will be responsible for leading a team of support agents, ensuring exceptional service delivery, and contributing to the continuous improvement of support processes. You will act as a point of escalation for complex customer issues, providing expert guidance and solutions. Key responsibilities include training and mentoring support staff, developing and implementing customer service policies and procedures, monitoring key performance indicators (KPIs) such as response times and customer satisfaction scores, and analyzing support trends to identify areas for improvement. You will also collaborate with product and engineering teams to provide customer feedback and advocate for product enhancements. The ideal candidate will have a proven track record of success in customer support leadership, exceptional communication and interpersonal skills, and a deep understanding of customer service best practices. A strong ability to problem-solve under pressure and a passion for helping customers are essential. This is a fully remote position, allowing you to work from anywhere within the US, while still being an integral part of our client's dedicated support team based out of Columbus, Ohio . Requirements include a minimum of 4 years of experience in customer support, with at least 1-2 years in a lead or supervisory role. Experience with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems is mandatory. Excellent written and verbal communication skills, strong organizational abilities, and the capacity to work independently are crucial. A bachelor's degree is preferred but not required for candidates with extensive relevant experience. This role offers a competitive salary, benefits, and the flexibility of remote work.
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4
Senior Customer Support Specialist
43215 Columbus, Ohio
$20 Hourly
WhatJobs
Posted 6 days ago
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Job Description
Our client is a rapidly growing e-commerce company seeking a dedicated and experienced Senior Customer Support Specialist to join their team in Columbus, Ohio, US . This is an on-site position, offering a collaborative and supportive work environment. You will be responsible for handling complex customer inquiries, resolving issues efficiently, and ensuring a consistently high level of customer satisfaction. As a Senior Specialist, you will also mentor junior support staff, contribute to training materials, and identify areas for process improvement within the customer service department. Key responsibilities include responding to customer emails, phone calls, and chat inquiries, troubleshooting product issues, processing returns and exchanges, and escalating unresolved problems to the appropriate departments. The ideal candidate will have at least 3 years of experience in customer service, with a proven ability to handle challenging situations with professionalism and empathy. Excellent communication, active listening, and problem-solving skills are essential. Familiarity with CRM software and ticketing systems is required. A positive attitude, strong work ethic, and a passion for helping customers are critical for success in this role. You will play a vital part in maintaining our company's reputation for outstanding customer care and contributing to customer loyalty. We are looking for individuals who are proactive, detail-oriented, and committed to delivering exceptional service. This is an excellent opportunity to advance your career in customer support within a dynamic and expanding organization.
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5
Senior Customer Support Specialist
43215 Columbus, Ohio
$48000 Annually
WhatJobs
Posted 9 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in ensuring exceptional customer satisfaction by providing prompt, accurate, and courteous assistance. You will be the primary point of contact for customers, addressing inquiries, troubleshooting issues, and resolving complaints through various channels, including phone, email, and live chat. Responsibilities include:
- Responding to customer queries and resolving product or service problems promptly and effectively.
- Identifying and assessing customers’ needs to achieve satisfaction.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with internal departments as necessary.
- Providing feedback on the efficiency of the customer service process.
- Escalating unresolved issues to the appropriate internal teams.
- Maintaining a high level of product knowledge to effectively assist customers.
- Documenting and sharing customer feedback to improve services.
- Contributing to team effort by accomplishing related results as needed.
- Participating in training sessions to stay updated on product features and support processes.
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6
Senior Customer Support Specialist
43015 Columbus, Ohio
$22 Hourly
WhatJobs
Posted 12 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **Columbus, Ohio, US**. This role offers a hybrid work model, combining the flexibility of remote work with the collaborative environment of an office setting. The ideal candidate will be passionate about providing exceptional customer service, resolving complex issues, and contributing to the overall success of our client's customer support operations. You will be responsible for handling escalated customer inquiries, mentoring junior support staff, developing and implementing improved support processes, and analyzing customer feedback to identify trends and areas for enhancement. This position requires a deep understanding of customer service best practices, excellent communication skills, and the ability to work effectively under pressure. You will collaborate closely with other departments, including sales and product development, to ensure a seamless customer experience. Key responsibilities include: managing a queue of complex support tickets, providing timely and accurate resolutions, documenting all customer interactions comprehensively, training new support team members on company policies and procedures, participating in team meetings to discuss performance metrics and strategies, and contributing to the knowledge base with updated solutions and FAQs. We are looking for individuals who are proactive, detail-oriented, and possess a strong sense of empathy. A commitment to continuous learning and professional development is highly valued. If you thrive in a fast-paced environment and are dedicated to exceeding customer expectations, we encourage you to apply.
Qualifications:
Qualifications:
- Proven experience as a Customer Support Specialist or in a similar role, with at least 3 years in a senior capacity.
- Exceptional problem-solving and critical-thinking abilities.
- Strong understanding of customer relationship management (CRM) software.
- Excellent written and verbal communication skills.
- Ability to multitask and manage time effectively.
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Experience in training or mentoring junior staff is a plus.
- Ability to work effectively in a hybrid environment.
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7
Senior Customer Support Specialist
43016 Columbus, Ohio
$22 Hourly
WhatJobs
Posted 13 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 Columbus, Ohio, US . This role is crucial in ensuring that our clients receive exceptional support and a seamless experience. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing solutions that exceed expectations. This position involves a hybrid work model, offering a balance between in-office collaboration and remote flexibility.
Responsibilities:
Qualifications:
This is an exciting opportunity to make a significant impact on our client's customer satisfaction. If you are passionate about providing outstanding support and possess the required skills, we encourage you to apply.
Responsibilities:
- Manage and resolve escalated customer issues, demonstrating empathy and efficiency.
- Provide comprehensive support via phone, email, and chat, ensuring timely and accurate responses.
- Develop and maintain a deep understanding of our products and services to effectively assist customers.
- Train and mentor junior support staff, sharing best practices and product knowledge.
- Identify trends in customer inquiries and provide feedback to product development and management teams to drive improvements.
- Create and update knowledge base articles, FAQs, and support documentation.
- Collaborate with other departments to ensure a unified customer experience.
- Participate in quality assurance activities to ensure service standards are met and exceeded.
- Contribute to process improvements within the customer service department.
- Monitor customer satisfaction metrics and strive to achieve top performance.
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.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to work independently and as part of a team.
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Demonstrated ability to handle high-pressure situations with professionalism.
- Experience in a similar industry is a plus.
- Must be detail-oriented and possess strong organizational skills.
This is an exciting opportunity to make a significant impact on our client's customer satisfaction. If you are passionate about providing outstanding support and possess the required skills, we encourage you to apply.
Apply Now
8
Lead Customer Support Specialist
43215 Worthington, Ohio
$55000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Lead Customer Support Specialist to manage their remote customer service operations. This is a fully remote position, requiring excellent communication skills and the ability to thrive in a virtual environment. You will be the primary point of contact for customer inquiries, providing timely and effective solutions to a wide range of issues. This role involves not only direct customer interaction but also team leadership and process improvement. You will be responsible for training new support agents, monitoring team performance, and ensuring adherence to service level agreements. The ideal candidate will have a proven track record in customer service, with strong problem-solving abilities and a customer-centric approach. You will be expected to troubleshoot technical issues, guide users through product functionalities, and escalate complex problems to appropriate departments. This position demands a proactive attitude, a deep understanding of customer needs, and the ability to maintain composure under pressure. Responsibilities include:
- Providing exceptional customer support via phone, email, and chat.
- Resolving customer complaints and technical issues efficiently.
- Training and mentoring junior customer support representatives.
- Monitoring and analyzing customer service performance metrics.
- Developing and implementing strategies to improve customer satisfaction.
- Maintaining accurate customer records and documenting interactions.
- Collaborating with other departments to address customer feedback and product improvements.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 5 years of experience in customer service or a related field.
- At least 2 years of experience in a lead or supervisory role.
- Excellent verbal and written communication skills.
- Proficiency in customer relationship management (CRM) software.
- Strong problem-solving and critical thinking abilities.
- Ability to work independently and manage time effectively in a remote setting.
- Experience with helpdesk ticketing systems is essential.
Apply Now
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