Customer Support Representative

About the Role: 

We are seeking a dynamic and motivated Customer Support Representative to join our growing team. In this role, you will be the first point of contact for our customers, providing exceptional support while building strong relationships. You will assist both current and prospective customers by answering product and service inquiries, troubleshooting issues, and resolving complaints with a positive and professional attitude. Additionally, you will handle escalations, support lead generation efforts, process sales orders, and contribute to continuous improvements in customer experience.  

With a focus on delivering high-quality service, you will leverage your strong communication and problem-solving skills to exceed customer expectations, multitask across various platforms, and quickly navigate multiple systems to find solutions. You will also collaborate with the management team to share insights, suggest improvements, and help ensure smooth, efficient operations. This is an exciting opportunity for someone who thrives in a fast-paced environment and is eager to make a direct impact on customer satisfaction and company success.  

Responsibilities: 

• Serve as the front-line company representative, maintaining professionalism and a positive attitude. 

• Provide exceptional service that exceeds customer expectations, ensuring every interaction is handled with care and attention to detail. 

• Build strong customer relationships by actively listening, asking clarifying questions, and tailoring responses to meet individual needs. 

• Quickly and efficiently navigate multiple systems, troubleshooting customer issues and providing accurate, timely solutions related to ReputationDefender by Norton. 

• Demonstrate empathy, compassion, and professionalism, ensuring each customer feels valued and understood. 

• Consistently speak positively about the company and its services, fostering trust and satisfaction with customers. 

• Use effective communication skills to address customer inquiries, ensuring responses are clear and effective. 

• Leverage problem-solving and decision-making skills to provide immediate solutions and resolve issues without escalation. 

• Maintain up-to-date knowledge of products, services, and industry trends to effectively handle customer concerns and questions. 

• Offer feedback to management regarding customer sentiments, patterns, and suggestions for improving service and processes. 

• Ensure all tasks and follow-up actions are managed accurately and promptly, demonstrating strong organizational skills. 

• Monitor customer interactions for potential areas of improvement, providing regular updates to the team and manager on any challenges or risks. 

• Ability to multi-task and manage multiple conversations simultaneously across phone, chat, and other platforms. 

• Work with a high degree of efficiency, handling a fast-paced workload while maintaining quality customer interactions. 

• Keep track of and manage a variety of customer details, ensuring no requests or issues are overlooked. 

• Collaborate with the Manager and team to identify and resolve any potential issues that could affect customer satisfaction or lead to errors. 

Qualifications: 

• High school diploma or equivalent (or higher)  

• 2 years of experience in a customer service or phone support role (a college degree can substitute for experience) 

• Strong communication, critical thinking, and time management skills 

• Ability to multi-task across multiple systems and manage calls efficiently 

• Active listening skills, with the ability to adapt responses based on customer needs 

• Proficient in Microsoft Office Suite and CRM tools 

• Strong customer service, analytical, and decision-making abilities 

• Ability to work effectively in a fast-paced environment 

• Organized, with the ability to track and follow up on multiple tasks accurately and on time 

• Comfortable managing multiple conversations simultaneously (phone and chat) 

• Solid computer and web browsing skills 

• Understanding of internet search technologies 

• Basic math skills 

• Minimum typing speed of 45 words per minute with accuracy 

• Ability to interact professionally with employees at all levels and people from diverse backgrounds