Position Summary:
We are seeking a detail-oriented and empathetic Customer Support Specialist to provide high-quality technical and account support for SketchUp users. This role involves managing customer interactions across multiple channels, resolving technical issues, and maintaining accurate case documentation. The ideal candidate will demonstrate exceptional communication skills, technical proficiency, and a customer-first mindset in a remote work environment.
Key Responsibilities:
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Deliver friendly, professional, and empathetic support via email, phone, and chat.
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Manage approximately 25 email and 10 phone requests per day, ensuring team SLAs are met.
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Actively listen to customer concerns, ask clarifying questions, and communicate in plain language.
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Document all customer interactions, including issue details, contact information, and troubleshooting steps.
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Assist customers with:
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Billing and invoicing
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Account authorization and subscription management
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Entitlement management
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Software download, installation, and extensions
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Crash diagnostics and bug reporting
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Monitor and manage support queues, ensuring timely resolution of aging requests.
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Apply knowledge base content and escalate cases as appropriate.
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Follow communication protocols and escalation procedures.
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Stay current on product knowledge, system updates, and internal tools through ongoing training.
Qualifications:
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Minimum 2 years of customer support experience across phone, chat, and email channels.
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Strong technical troubleshooting skills and familiarity with computer systems.
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Proficient in Google Suite and other support tools.
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Excellent communication skills with the ability to adapt to various audiences.
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Strong time management and prioritization skills in high-volume environments.
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Attention to detail and accurate documentation of case notes.
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Ability to remain calm and professional in high-pressure situations.
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Comfortable working remotely, with occasional in-office meetings.