Customer Support Specialist Vacancy at DataVance LLC

We are looking for a dedicated and empathetic Customer Support Specialist to join our dynamic team. The ideal candidate will be the first point of contact for our customers, addressing their needs and concerns with efficiency and care. This role requires excellent communication skills, a problem-solving mindset, and the ability to work under pressure. The Customer Support Specialist is responsible for providing timely, accurate, and professional assistance to customers across various communication channels. The role ensures customer satisfaction by resolving inquiries, troubleshooting issues, and delivering a seamless service experience that aligns with company standards. You will play a key role in maintaining our company’s reputation for outstanding customer service.

OND/HND/Bachelor’s degree in Business Administration or related field. 3–5years of experience in a customer support, call centre, or service-oriented role (industry-specific experience is an advantage). Excellent verbal and written communication skills. Strong problem-solving and active listening abilities. Proficiency in CRM systems, ticketing tools, and basic computer applications. Ability to multitask, manage stress, and work in a fast-paced environment. Empathy, patience, and a customer-centric mindset. Knowledge of support tools. Troubleshooting skills for digital applications or platforms.

Respond to customer inquiries via phone, email, live chat, and social media. Provide product/service information, resolve issues, and ensure a positive customer experience. Log all interactions in the CRM system accurately and ensure follow-up where necessary. Escalate complex cases to the appropriate team while ensuring continuity and prompt resolution. Identify customer challenges and provide clear, effective solutions. Troubleshoot product/service issues based on defined procedures and knowledge bases. Monitor and track open tickets until full closure. Maintain a professional, empathetic, and customer-first approach at all times. Identify opportunities to enhance customer satisfaction and reduce complaints. Collect customer feedback and relay insights to the team for service improvement. Process Compliance & Continuous Improvement Follow all customer support processes, SLAs, and quality standards. Contribute to developing support documentation, FAQs, and knowledge base articles. Work collaboratively with the product, sales, and operations teams to address recurring issues.