Customer Support (URGENT)

About the role

This is a customer support and client service role focused on handling customer concerns, providing platform training, and managing client relationships. You will respond to customer issues via multiple communication channels, conduct troubleshooting, provide platform training, and work across departments to resolve issues efficiently. The role includes account monitoring, proactive client engagement, and onsite relationship-building activities.

Key responsibilities

• Respond promptly and professionally to customer concerns via group chat, phone calls, email, in-person visits, or other communication channels
• Provide troubleshooting and customer assistance including troubleshooting common issues, Track and Trace functionality, platform training, and sending basic commands
• Provide needed reports, validate data from the platform, and create incident reports if necessary
• Conduct necessary research to support accurate and effective resolution of customer issues
• Utilize the ERP system and platform for account reference, issue investigation, and service verification
• Conduct client training sessions and refresher courses on the platform
• Collaborate with internal departments (Technical Operations, Accounting, Sales, Dispatch, and other SSD departments) to ensure timely and efficient issue resolution
• Identify opportunities to upsell or cross-sell relevant products and services during customer interactions
• Record all customer interactions, inquiries, complaints, and actions taken in appropriate logs or systems
• Monitor client accounts nearing expiration and initiate proactive follow-ups for renewals or updates

About you

• Bachelor's degree in Business Administration, Communications, or a related field required
• Proven customer support experience or experience as a client service representative
• Proficient in MS Office (Word, Excel, PowerPoint)
• Ability to handle customer complaints and resolve conflict professionally
• Excellent communication and interpersonal skills
• Demonstrates a strong commitment to ensuring client satisfaction
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
• Basic knowledge of AI tools for marketing, analytics, or automation
• Able and willing to travel or conduct client visits if needed
• Experience in Sales or upselling is a plus