Customer Support Specialist

Job Description

Suss Consulting Inc is seeking a motivated Customer Support Specialist to join our team in Jenkintown, PA. This is a full-time, remote position ideal for an entry-level candidate looking to launch a career in the information technology sector. As a Customer Support Specialist, you will be the first point of contact for our clients, providing timely and effective assistance to ensure a seamless experience with our IT solutions.

In this role, you will work remotely, collaborating with a supportive team dedicated to delivering high-quality customer service. You will handle inquiries, troubleshoot basic technical issues, and guide users through our products and services. This position offers a fantastic opportunity to develop your skills in a fast-paced, customer-focused environment while contributing to the success of a growing IT company.

Salary: Ranges from $52,000 to $62,800 per year 

Location: United States (Remote)

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner
• Diagnose and resolve basic technical issues related to our software and services
• Escalate complex issues to the appropriate technical teams while maintaining ownership of the customer experience
• Document all interactions and solutions accurately in our CRM system
• Provide product guidance and best practices to customers to maximize their satisfaction
• Collaborate with team members to improve support processes and resources
• Stay updated on product updates, industry trends, and internal policies
• Assist with onboarding new customers and collecting feedback to enhance service quality

Requirements

• High school diploma or equivalent; a degree in IT, communications, or a related field is a plus
• Strong verbal and written communication skills in English
• Basic understanding of computer systems, software, and troubleshooting
• Excellent problem-solving abilities and attention to detail
• Ability to work independently in a remote environment and manage time effectively
• Customer-centric mindset with a passion for helping others
• Familiarity with helpdesk ticketing systems (e.g., Zendesk, Freshdesk) is preferred but not required
• Willingness to learn and adapt to new technologies and processes