Customer Support Specialist

Job Brief

The Customer Support Specialist manages incoming customer support issues, ensuring timely resolution and exceptional service for Wayvia products and services. This role involves addressing technical queries, guiding customers on product functionality, and resolving issues independently or by escalating as needed.

Essential Functions & Responsibilities

• Respond to customer support issues and resolve them per SLAs.
• Communicate professionally with customers according to PriceSpider standards.
• Work cross-functionally to resolve issues promptly.
• Escalate issues when necessary.
• Manage inbound communication via telephone, email, support tickets, and customer portal.
• Utilize knowledge of Wayvia products to resolve issues independently.
• Guide customers on product benefits and enhancements.
• Assist with reports and metrics.
• Recommend best practices to customers.
• Identify and communicate root cause issues professionally.
• Convey support team needs and issues cross-functionally.
• Recommend patterns of issues for the product roadmap.
• Contribute to high-priority issues.
• Adhere to customer support best practices and policies.