Customer Support Service Manager 

Company :

- Provakil is a new-age legal operations management suite for enterprises. Provakil provides an integrated SaaS platform for legal teams to manage all aspects of legal operations including litigation, contracts, compliances, and intellectual property with customized workflows and analytics. We provide automatic data updates from 8000+ courts, trademark and patent registries, and other sources of public legal data. The platform is equipped with advanced ML/AI capabilities for intelligent document review, IP watch & search, case law research, and other use cases.

- Provakil is trusted by over 100 companies and 50 law firms to manage different aspects of their legal operations.

Job brief :

- We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

- Customer Support Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients trust. You should also be familiar with help desk software.

- Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities :

- Respond to customer queries in a timely and accurate way, via phone, email, or chat

- You would be required to travel 30% of the time, therefore should be comfortable with traveling

- Identify customer needs and help customers use specific features

- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

- Update our internal databases with information about technical issues and useful discussions with customers

- Monitor customer complaints on social media and reach out to provide assistance

- Share feature requests and effective workarounds with team members

- Inform customers about new features and functionalities

- Follow up with customers to ensure their technical issues are resolved

- Gather customer feedback and share with our Product, Sales, and Marketing teams

- Assist in training junior Customer Support Representatives

Requirements and skills :

- 1-2 years of relevant experience as a Customer Support Specialist or similar CS role

- Familiarity with our industry is a plus

- Experience using help desk software and remote support tools

- Understanding of how CRM systems work

- Excellent communication and problem-solving skills

- Multi-tasking abilities

- Patience when handling tough cases

Frequently asked questions :

What does a Customer Support Specialist do ?

- Customer Service Specialists process complaints and issues related to products or services. To enhance customer experience, they help customers complete purchases, and upgrades/returns and frequently provide necessary technical assistance.

What are the duties and responsibilities of a Customer Support Specialist ?

- A Customer Support Specialist's responsibilities include introducing relevant and essential information to new customers, providing quality service promptly, and developing and maintaining a vast knowledge of the products/services offered. They are also responsible for conducting surveys on the products or services and communicating customer feedback.

What makes a promising Customer Support Specialist ?

- A good Customer Support Specialist has sharp leadership skills, a willingness to help others with problems, and strong communication skills. In addition, the ability to work in a high-pressure environment, a good understanding of basic computer skills, and the ability to learn how to use proprietary software quickly are also highly beneficial.

Who does a Customer Support Specialist work with ?

- A Customer Support Specialists work directly with customers to resolve various issues. They may work alongside a team of Call Center Representatives to pass on or receive information regarding customer needs.

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