Customer Support Specialist

Minimum requirements: Proven experience in a customer service or technical support role, ideally in a utility management or similar field Knowledge of SQL databases, with the ability to update and manage data accurately (MySQL) Proficiency in SQL for database querying and record maintenance. Familiarity with CRM software and other customer support tools. Strong troubleshooting abilities with an understanding of technical support best practices. Exceptional communication skills with a focus on active listening and empathy. Ability to stay calm and patient in high-stress situations, particularly with difficult clients. Strong problem-solving skills with a focus on providing positive customer experiences. Duties are, but not limited to: 1st receiver of all support queries through support channels, whether email/whatssapp or support system tickets. Provide 2nd level support by resolving queries and/or guiding client on steps to resolve 1st level queries. Escalate advanced queries to 4th level support. Keep track of time spent on each query, whether resolved or escalated. Responsible for regular communication with the client as well as other support staff. Conduct training sessions for new users on software and systems. Assist in the onboarding process for new clients, ensuring a smooth transition and setup. Build and maintain strong relationships with clients through exceptional service. Provide timely updates to clients regarding the status of their support requests. Collect and document customer feedback to help improve products and services. Please note: Only shortlisted candidates will be contacted