Senior Customer Support

We are seeking a skilled and experienced Senior Customer Support  representative for our client to provide outstanding customer service and support to the customers . The ideal candidate will have excellent communication skills, technical knowledge, and a passion for delivering exceptional customer service.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat, providing accurate and timely information about the software product.
• Troubleshoot software issues reported by customers, using your technical knowledge and problem-solving skills to resolve issues and ensure customer satisfaction.
• Document support cases in a customer relationship management (CRM) system, tracking the status of each case and providing regular updates to customers.
• Escalate complex technical issues to the technical support team, ensuring that customers receive prompt and effective resolution of their issues.
• Provide training and onboarding to new customers, helping them to get started with the software product and ensuring that they have all the information they need to use it effectively.
• Collaborate with other departments within the company, such as product development and quality assurance, to ensure that customer feedback is incorporated into the software product.
• Maintain a knowledge base of frequently asked questions and best practices related to the software product, ensuring that it is up-to-date and accessible to customers.
• Provide exceptional customer service to customers, responding to their inquiries in a timely and professional manner and ensuring that they are satisfied with the service provided.
• Analyze customer support data to identify trends, opportunities for improvement, and areas where the software product can be enhanced to better meet customer needs.
• Stay up-to-date with industry trends and best practices in customer support and software development, ensuring that you are providing the best possible service to customers and contributing to the ongoing improvement of the software product.

Qualifications:

• Bachelor's degree in MIS or a related field.
• 4+ years of experience in customer support or technical support.
• Excellent communication skills, both written and verbal.
• Technical knowledge of software and systems (Omega and/or Bimpos)
• Strong problem-solving skills and the ability to think creatively to resolve customer issues.
• Ability to work as part of a team.
• Strong customer service orientation.
• Familiarity with customer relationship management (CRM) software
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience with Omega and/or Bimpos software or similar business process optimization systems.
• Knowledge and experience in the Software Back-end