Customer Support

  • W 5th St, Jacksonville, FL, USA
  • Full-time

Company Description

ABG Professional Development Solutions has the expertise that enables organizations to maintain a sharp focus on key success factors, sound bottom-line management and innovative professional development solutions in today’s highly competitive workforce market. 

Job Description

We are looking for dedicated Customer Support personnel to handle customer inquiries, solve their tough day to day problems, and put a smile on our customer's faces.  Responsibilities will be to accept complaints as an interface between customers and our company. Therefore to check whether the problems are solved sustainably and whether our current customers are satisfied with us and our services are as essential, including bringing new ideas and think about how we can improve our customer support with the tools optimize the entire process.

Salary range: $36000 - $48000 per year

Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone, email or chat

  • Identify customer needs and help customers use specific features

  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

  • Update our internal databases with information about technical issues and useful discussions with customers

  • Share feature requests and effective workarounds with team members

  • Inform customers about new features and functionalities

  • Follow up with customers to ensure their technical issues are resolved

  • Gather customer feedback and share with our Product, Sales and Marketing teams

  • Assist in training junior Customer Support Representatives

Qualifications

  • Familiarity with our industry is a plus

  • Multi-tasking abilities

  • Understanding of how CRM systems work

  • Patience when handling tough cases

  • Experience using help desk software and remote support tools

  • Excellent communication and problem-solving skills

  • BSc in Information Technology or relevant diploma

Additional Information

  • The Role Is Not Remote
  • Employee Assistance Program