Customer Service Specialists (3) at Enhancesoft.
We specialize in software solutions that empower businesses around the world to streamline their operations. Our flagship products, osTicket and Support System, are trusted by millions, providing organizations with efficient and effective tools to manage, prioritize, and respond to customer inquiries. Since its launch in 2004, osTicket has become the world’s leading open-source customer support ticketing system, with millions of downloads and active users. Our SaaS offering, Support System, serves thousands of paying customers across 121 countries, cementing our position as a major player in the customer support software industry. We are excited to expand our global presence with the opening of a new office in Eldoret, Kenya. This growth underscores our commitment to building a diverse and talented team ready to innovate and support our valued clients worldwide.
Customer Service Specialists. This role combines support and success functions to ensure that our customers have a seamless experience with our products and services. You will be the primary point of contact for our prospects and customers; ensuring they have a positive experience while identifying opportunities for growth. Your goal is to not only resolve customer inquiries but also to enhance their engagement with our products and services, driving customer satisfaction, lifetime value and revenue.
Key Responsibilities
Customer Support Functions
- Respond to customer inquiries via phone, email, and chat promptly and professionally.
- Address customer concerns and troubleshoot issues, ensuring solutions align with their business objectives.
- Maintain detailed records of customer interactions and feedback in our CRM system.
- Collaborate with the sales team to transition leads and opportunities effectively.
Customer Success Management
- Onboard new customers and guide them through the setup and implementation process, emphasizing product value and usage.
- Conduct regular check-ins to ensure customer satisfaction, gather feedback, and identify upsell opportunities.
- Create and deliver tailored training sessions and resources to help customers maximize the benefits of our products.
- Identify and promote additional products and services based on customer needs and feedback.
Customer Relationship Management
- Establish strong relationships with customers to understand their needs, pain points, and growth opportunities.
- Advocate for customers internally, relaying their feedback to product teams to enhance our offerings.
- Monitor customer health metrics and proactively reach out to customers at risk of churn.
Documentation Maintenance
- Develop and maintain comprehensive customer documentation, including user guides, FAQs, Canned Responses and support materials.
- Ensure that all documentation is up to date, accurate, and easily accessible to customers and internal teams.
Reporting and Analysis
- Track and analyze customer support metrics to identify trends, areas for improvement, and sales opportunities.
- Prepare reports on customer satisfaction, feedback, and potential upsell results to inform business decisions.
- Contribute to sales strategy by sharing insights gathered from customer interactions.
Qualifications
- Bachelor’s degree in a related field or equivalent experience.
- 2+ years of experience in customer support, customer success, or sales in a related role.
- Excellent communication and interpersonal skills, with a focus on relationship-building.
- Strong problem-solving abilities and a customer-centric mindset.
- Familiarity with CRM software and customer support tools (e.g., osTicket, Zendesk, Salesforce).
- Technical knowledge relevant to our products and services, with the ability to troubleshoot technical issues effectively.
- Strong time management skills, with the ability to prioritize tasks effectively and meet deadlines.
- Self-driven and proactive, with the ability to work independently and take initiative in problem-solving.
Method of Application
