Customer Support Representative
About Us
At HexionLab, we pride ourselves on delivering innovative software solutions paired with exceptional customer support. Our customer support team is dedicated to ensuring client success and satisfaction by resolving issues quickly, guiding users through product features, and providing a first-class customer experience.
Position Overview
The Customer Support Representative plays a critical role in delivering technical and customer support services, assisting clients with a wide range of issues, and ensuring they receive the best possible value from our solutions. This role involves troubleshooting, customer training, and collaborating with other departments to resolve more complex cases.
Key Responsibilities
- Provide prompt and effective responses to customer inquiries through multiple channels (email, phone, chat).
- Diagnose and troubleshoot technical issues related to software products, offering step-by-step solutions or escalating to specialized teams when necessary.
- Guide customers through product features, usage, and best practices to optimize their experience.
- Document and track customer interactions, technical issues, and resolutions using customer support tools.
- Collaborate with internal teams, including product development, to relay customer feedback and drive continuous improvement.
- Maintain a customer-centric approach, demonstrating empathy, patience, and professionalism.
- Stay current with product updates, new features, and industry trends to provide accurate support.
What You’ll Gain
- Opportunities to solve complex customer challenges and contribute to their success.
- Collaboration with experienced support professionals and cross-functional teams.
- Exposure to a diverse range of customers and technical scenarios.
- A supportive work culture focused on empathy, innovation, and customer satisfaction.
Skills and Qualifications
- 2 to 5 years of experience in customer support, technical support, or related fields.
- Proficiency in troubleshooting software applications, system configurations, and related issues.
- Strong verbal and written communication skills, with a customer-friendly and empathetic approach.
- Experience with customer support tools (e.g., ticketing systems, CRM software).
- Ability to work independently and as part of a team to resolve customer issues.
- Familiarity with common operating systems (e.g., Windows, macOS) and networking basics is a plus.
- A degree or diploma in Information Technology, Business Administration, or a related field is preferred.
Ready to Join Us?
If you have a passion for customer success, problem-solving, and technology, we’d love to hear from you. Apply now to join HexionLab as a Customer Support Representative and make a meaningful impact for our clients.
Contact us at the HexionLab office or submit a business inquiry online.
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