Customer Support Specialist

Customer Support Specialist

The role of a Customer Support Specialist is to resolve customer and client queries and problems, recommending solutions and guiding product users through features and functionalities of products. As a Customer Support Specialist you should be an excellent communicator and problem solver with a high degree of patience. You should also be very time conscious and commercially aware of both the needs of customers and your own organisation.

Roles & Responsibilities

A role in customer support requires technical skills and an understanding of people’s needs and requirements. Although most customer support roles require an in-depth understanding of systems and programmes that are widely used across business, you will obviously need particularly detailed knowledge of the technology which you are providing support services for.

Some of the roles and responsibilities that would be typical for a Customer Support Specialist include:

  • Responding to customer queries in a timely and accurate way via email, phone, chat systems or other platforms
  • Identifying customer needs and help customers use specific features
  • Analysing and report product malfunctions
  • Updating databases with information about technical issues and useful discussions with customers
  • Monitoring customer complaints on social media and reach out to provide assistance
  • Sharing feature requests and effective workarounds with team members
  • Informing customers about new features and functionalities
  • Following up with customers to ensure their technical issues are resolved
  • Gathering customer feedback and sharing
  • Assisting in training junior Customer Support Representatives

Who you will work with

By its nature, the Customer Support Specialist acts as a window for the entire company and a customers perception of an entire organisation can be shaped by their experience with customer service. As a Customer Support Specialist you will need to collaborate with a lot of different teams and functions in order to get the information or understanding you need.

Some of the other functions you would regularly interact with would include:

  • Cloud Computing Engineer
  • AI Engineer
  • SQL Programmer
  • Java Developer
  • Cyber Security Expert
  • Full Stack Web Developer
  • Systems Administrator
  • Customer Support Specialist
  • UX Designer
  • Security Specialist
  • Computer programmer
  • .NET Developer
  • SAP Developer
  • Python Developer

Professional qualifications

A qualification or degree in information systems or business development would be relevant for this role as well as knowledge of CRM systems and common business software.

How your career can develop

Employment opportunities in this area are broad. Customer Support Specialists often start as second level support before moving to front line support. Opportunities for promotion or development are greater in larger organisations where you will have a greater chance to gain expertise in different technologies. A detailed knowledge of a particular system and how to address problems can make skilled support specialists highly sought after assets across many industries and sectors.