Customer Support Specialist

• Serve as the primary point of contact for customer inquiries, providing technical support via email and phone while maintaining high service standards.
• Guide new customers through the onboarding process, including account setup, product configuration, dashboard demonstrations, and user training.
• Troubleshoot product installation, configuration, and operational issues, resolving concerns or escalating complex cases when necessary.
• Monitor active customer and demo units daily to identify anomalies, investigate issues, and ensure optimal product performance.
• Collaborate with customers, sales representatives, technicians, and internal customer service teams to facilitate effective communication and issue resolution.
• Collect, analyze, and communicate customer feedback to support continuous improvement of onboarding, training, and customer support processes.

Job Requirements:

• Prior customer service or technical support experience, preferably supporting a technical product or technology-based solution.
• Strong ability to work independently, manage priorities, and resolve issues with minimal supervision.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Experience conducting customer onboarding, product training, account setup, or implementation support.
• Strong troubleshooting, problem-solving, and analytical skills with a customer-focused approach.
• Proficiency with Microsoft Office and CRM or customer support systems; ability to learn new technologies quickly.