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Customer Support Specialist
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We are Dubber, the world's leading conversation platform. We enable businesses to unlock the potential in every conversation through AI-enriched conversational data. Our innovative products are designed to help service providers differentiate, drive new revenues and improve customer retention.
The Role
We are seeking a Customer Support Specialist who will balance excellent customer service with analytical skills to drive continuous improvement within the team. The successful candidate will case manage customer tickets, engage with internal and external stakeholders, and support customers across our full range of products and services. This role requires effective communication across various mediums and working in a fast-paced environment with a strong customer mindset.
Key Responsibilities
- Manage customer orders from provisioning to activation.
- Respond to support queries and escalate problems where necessary.
- Provide information for customers to make the most of their service.
- Create a friendly and efficient customer service experience.
- Identify solutions to problems and propose improvements using first-hand customer contact.
- Provide customer insights to drive product development.
- Develop and maintain internal and external knowledge articles.
- Write post-incident reviews.
- Assist in reviewing and improving processes.
