Customer Support Specialist

Description:

RESPONSIBILITIES
Provide prompt and professional support to customers via phone, email, and live chat, addressing inquiries about POS systems, payment systems, digital menus, Cartzie services, and related hardware.
Resolve customer issues efficiently, ensuring high satisfaction and retention.
Build and maintain strong relationships with clients by understanding their business needs and offering tailored solutions. Assist Account Managers with maintaining customer accounts and ensuring clients receive top-tier service.
Troubleshoot technical problems related to software, hardware, and integrations with back-office systems.
Collaborate with internal teams to resolve complex issues and escalate when necessary.
Educate potential and existing clients on product features, benefits, and usage to encourage upselling opportunities. Support the sales team with onboarding new clients and ensuring a smooth transition to operational use.
Document all customer interactions in the CRM system.
Provide feedback to the product and support teams regarding common issues or potential areas for improvement. Oversee and manage all aspects of the onboarding process for new customers, ensuring a seamless and efficient experience. Proactively ensure that customers participate in onboarding training sessions to maximize their understanding and use of the platform.
Maintain regular communication with customers, providing timely assistance and resolving any issues related to Insights.
Collaborate with or escalate to other support team members when necessary to address customer concerns, ensuring an excellent onboarding experience and strong customer satisfaction.
Ensure the initial setup of Insights and mPOS systems is completed thoroughly, accurately, and without errors.
Modisoft

QUALIFICATIONS
Experience:
Previous experience in call center support, account management, or customer service, preferably within the tech or retail sector.
Skills:
Proficient in English (spoken and written).
Fluency in Hindi and Urdu is highly preferred to cater to diverse customer needs.
Strong problem-solving and communication skills.
Ability to work under pressure and manage multiple priorities effectively.
Technical Knowledge:
Familiarity with POS systems, payment solutions, digital menus, and business software preferred.
Basic troubleshooting skills for hardware and software-related issues preferred.
Education
High school diploma or equivalent required; Preferred Degrees in: Business, Commerce, or Finance.
TM