customer support

Title: Customer Support Specialist

Location: Marble Falls, TX
Employment Type: Temp
Travel (Y/N): N
Length of Assignment: 13 Weeks
Work Location: Marble Falls, TX
Work Schedule: 5x8's (Day Shift)
Shifts: AM
On-Call: Possible, as per business requirements
Interview Type: 1 Round - Virtual Interview

JOB SUMMARY

The Customer Support Specialist is a customer-focused professional responsible for delivering high-quality support services to customers through multiple communication channels. This role involves addressing customer inquiries, resolving issues efficiently, and ensuring a positive customer experience. The Customer Support Specialist acts as a key point of contact between customers and internal teams, using established processes, tools, and product knowledge to provide accurate information and timely solutions. The role requires strong communication skills, problem-solving abilities, and a commitment to customer satisfaction.

ESSENTIAL FUNCTIONS OF THE ROLE

Customer Interaction & Issue Resolution

Handles incoming customer inquiries via phone, email, or chat in a professional and empathetic manner. Accurately identifies customer concerns, prioritizes issues, and provides effective resolutions within defined service levels.

Problem Solving & Case Management

Investigates and resolves customer issues by gathering relevant information, troubleshooting problems, and coordinating with internal teams when necessary. Escalates complex issues appropriately and ensures timely follow-up until resolution.

Service Quality & Continuous Improvement

Consistently meets or exceeds service quality standards, including response time, accuracy, and customer satisfaction metrics. Participates in quality reviews and supports continuous improvement initiatives to enhance customer experience.

Communication & Documentation

Clearly documents customer interactions, resolutions, and follow-up actions in customer relationship management (CRM) systems. Maintains accurate records to support reporting, tracking, and process improvements.

Collaboration

Works collaboratively with cross-functional teams such as sales, operations, and technical support to resolve customer issues and improve overall service delivery. Demonstrates openness to team members' contributions and feedback.

Customer Advocacy

Acts as an advocate for customers by ensuring their concerns are understood and addressed while balancing company policies and procedures. Maintains confidentiality and professionalism in all customer interactions.

Learning & Development

Participates in ongoing training to stay current on products, services, systems, and support processes. Actively seeks feedback and commits to continuous professional growth.

Professionalism

Demonstrates reliability, integrity, and accountability in all interactions. Adheres to company policies, procedures, and compliance standards while contributing to a positive team environment.

KEY SUCCESS FACTORS

• Strong knowledge of customer service principles and best practices

• Ability to communicate clearly and professionally, both verbally and in writing

• Excellent interpersonal skills and the ability to interact with diverse customers

• Strong critical thinking and problem-solving abilities

• Ability to manage multiple tasks, prioritize effectively, and work in a fast-paced environment

• Proficiency with computers and common business tools (CRM systems, email, Microsoft Office)

• Attention to detail and accuracy in documentation

• Customer-focused mindset with a commitment to service excellence

CERTIFICATION / EDUCATION REQUIREMENTS

• High School Diploma or equivalent required

• Bachelor's degree preferred

TOP SKILLS

• Customer Support & Issue Resolution

• Communication & Active Listening

• CRM & Ticketing Systems

• Problem Solving & Time Management

• Team Collaboration