Customer Support Representative - CS

Aspire Software

Responsibilities

• Answering Support Calls Follow a simple script and set of procedures for handling support requests.
• Learn how to answer technical questions related to the software, and manage customer expectations.
• Manage Support Tickets Manage the flow of support tickets.
• Proactively respond to and keep the customer informed regarding their requests.
• Provide answers and solutions to customer requests or assign tickets to the appropriate team members.
• Take responsibility for getting the best support possible for our customers - keep track of and follow up with ticket assignments to ensure requests are resolved in a timely manner.
• Maintain Customer Billing Understand billing system, customer accounts, subscriptions, and coupons.
• Assist customers with changing monthly subscription or updating payment method on file.
• Contact customers with past due balances in order to collect payment.

Customer Advocacy

• Make sure our customers are heard and get the support they need to be successful.
• Engage customers with empathy and try to see things from their perspective.
• Learn about the industry and what works for customers so you can offer insightful real-world solutions.
• Improve the Process Document frequently asked questions and solutions to unique scenarios.
• Identify any inadequacies in the support process, and document or design new policies, procedures, training.
• Develop solutions and strategies to improve customer satisfaction through documentation, training, feature requests, bug fixes

• Basic phone etiquette, good listener, good written communicator, an aptitude for software troubleshooting and technical understanding are basic requirements for the position.
• Demonstrated ability to effectively leverage AI-powered tools to enhance productivity, strategic insight, and/or customer engagement.