Job Description

Description de l'annonce:

We are seeking a Customer Support Specialist to handle client inquiries and support requests for our SaaS-based market analysis platform. In this role, you will serve as the first point of contact for customers, responding to their concerns via email and, when necessary, through team calls. You will collaborate with internal teams, including data analysts and developers, to resolve complex issues and report platform bugs. This role requires excellent communication skills, problem-solving abilities, fluency in English, and a proactive approach to customer satisfaction.

Key Responsibilities:

• Client Support & Inquiry Management
• Respond promptly and professionally to customer inquiries via email, ensuring clarity and helpful responses in English.
• Assess and troubleshoot client issues, escalating complex problems to the appropriate teams.
• Conduct follow-ups with clients to ensure their concerns are resolved and they are satisfied with the service.
• Participate in team calls as needed to clarify client needs or provide additional support.
• Collaboration & Issue Resolution
• Report technical or data-related issues to the respective data analyst for further investigation.
• Escalate unresolved or critical issues to senior team members when necessary.
• Document client feedback and recurring issues to help improve platform functionality and customer experience.
• Platform Bug Reporting & Technical Coordination
• Identify, document, and report platform bugs to the development team.
• Communicate technical issues effectively, ensuring developers have clear and actionable insights.
• Follow up on bug resolutions and updates to keep clients informed of progress.
• Continuous Improvement & Knowledge Sharing
• Stay updated on platform updates, features, and improvements to provide accurate client support.
• Contribute to internal knowledge bases or FAQs to streamline support processes.
• Share insights and trends from client inquiries to improve product development and user experience.

Required Skills & Qualifications:

• Fluency in English (written and spoken) is essential.
• Basic level of scripting (Python or a similar language)
• Ability to troubleshoot and analyze client concerns effectively.
• Experience in customer support or client-facing roles, preferably in a SaaS environment.
• Basic understanding of data analysis or technical troubleshooting (preferred but not required).
• Ability to work collaboratively with cross-functional teams (data analysts, developers, and senior management).
• Attention to detail and strong problem-solving skills.

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