Senior Customer Support Representative
About Us
At HexionLab, we are committed to delivering innovative software solutions backed by exceptional customer support. Our Senior Customer Support Representatives are at the forefront of ensuring customer satisfaction and success by resolving complex issues, leading by example, and providing expert guidance to both customers and team members.
Position Overview
The Senior Customer Support Representative is responsible for providing advanced technical and customer support, managing complex customer issues, and mentoring junior team members. This role involves taking the lead on challenging cases, collaborating with cross-functional teams, and driving customer success through expert guidance and proactive problem-solving.
Key Responsibilities
- Resolve complex technical and customer issues, providing in-depth troubleshooting and tailored solutions.
- Serve as an escalation point for difficult or unresolved customer inquiries, ensuring timely and effective resolution.
- Mentor and guide junior customer support representatives, fostering professional development and knowledge sharing.
- Collaborate closely with product development, engineering, and other departments to relay customer feedback and drive product enhancements.
- Develop and maintain customer support documentation, FAQs, and training materials to support both internal teams and customers.
- Conduct regular customer follow-ups to ensure satisfaction and identify potential areas for improvement.
- Lead customer training sessions, webinars, and product walkthroughs, ensuring customers maximize their product usage.
What You’ll Gain
- Opportunities to lead and shape customer support operations and initiatives.
- A chance to mentor and guide a team of talented support professionals.
- Exposure to complex and impactful customer challenges.
- A work culture that values expertise, innovation, and customer success.
Skills and Qualifications
- 5 to 8 years of experience in customer support, technical support, or related fields, with a proven track record of managing complex cases.
- Strong expertise in troubleshooting software applications, system configurations, and network-related issues.
- Exceptional problem-solving, analytical, and communication skills, with a strong customer focus.
- Ability to mentor, train, and support junior team members, fostering a culture of collaboration and learning.
- Proficiency with customer support tools (e.g., CRM systems, ticketing software) and a deep understanding of support processes.
- Experience collaborating with cross-functional teams to drive product and process improvements.
- Familiarity with common operating systems, networking concepts, and software troubleshooting.
- A degree or diploma in Information Technology, Business Administration, or a related field is preferred.
Ready to Join Us?
If you are a seasoned customer support professional with a passion for solving complex issues and mentoring others, we’d love to hear from you. Apply now to join HexionLab as a Senior Customer Support Representative and help us deliver exceptional service and drive customer success.
Contact us at the HexionLab office or submit a business inquiry online.
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