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Customer Support Specialist

Dots-lab is a innovative technology company specializing in connecting dots an creating impimpact. We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team.

As a Customer Support Specialist at Dots-lab, you will be responsible for providing exceptional support to our customers via multiple channels (email, phone, chat). Your goal will be to resolve customer inquiries and issues promptly, efficiently, and professionally, ensuring a positive customer experience.

Key Responsibilities:

1. Respond to customer inquiries via email, phone, and chat, resolving issues and providing product/service information.

2. Troubleshoot and resolve technical issues, escalating complex issues to senior support specialists or other teams as needed.

3. Provide accurate and timely solutions to customer complaints and concerns.

4. Utilize knowledge base articles, FAQs, and other resources to resolve customer issues efficiently.

5. Collaborate with cross-functional teams, including sales, marketing, and product development, to resolve customer issues and improve customer satisfaction.

6. Participate in ongoing training and development to stay up-to-date on product knowledge, industry trends, and customer support best practices.

7. Meet or exceed customer satisfaction targets, including first response time, resolution rate, and customer satisfaction scores.

1. 1+ year of experience in customer support, preferably in a tech industry.

2. High school diploma or equivalent required; degree in Communications, Business, or related field preferred.

3. Excellent communication, problem-solving, and interpersonal skills.

4. Ability to work in a fast-paced environment, handling multiple customer interactions simultaneously.

5. Strong technical skills, including proficiency in software applications, troubleshooting, and problem-solving.

6. Ability to work independently and collaboratively as part of a team.

Nice to Have:

1. Experience with customer support software, such as Zendesk, Freshdesk, or Salesforce.

2. Certification in customer support, such as Certified Customer Service Representative (CCSR) or Certified Support Professional (CSP).

3. Familiarity with industry-specific software or technologies.

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Work From Home
  • Competitive salary and benefits package.
  • Opportunity to work with a innovative and growing company.
  • Collaborative and dynamic work environment.
  • Professional development and growth opportunities.
  • Flexible work arrangements, including remote work options.

Average salary estimate

$50000 / YEARLY (est.)
min
max
$40000K
$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Specialist, DOTSLAB

Are you passionate about providing top-notch support while working with a dynamic team? Dots-lab is on the lookout for a talented Customer Support Specialist to bring exceptional care to our customers. At Dots-lab, we pride ourselves on innovative technology that connects and impacts lives in beneficial ways. As a Customer Support Specialist, you'll be at the frontline, responding to inquiries via email, phone, and chat, ensuring our customers receive quick and effective assistance. Your role includes troubleshooting technical problems and collaborating with various teams, such as sales and product development, to enhance customer satisfaction. Additionally, you’ll leverage our knowledge base to resolve inquiries efficiently and refine your skills through ongoing training. If you have at least a year of experience in customer support, excellent communication and problem-solving abilities, and a strong technical background, you'll flourish in this position. Plus, Dots-lab offers great benefits like health care plans, a retirement plan, and opportunities for professional growth. Join us in creating impactful connections and delivering outstanding customer experiences!

Frequently Asked Questions (FAQs) for Customer Support Specialist Role at DOTSLAB
What are the responsibilities of a Customer Support Specialist at Dots-lab?

As a Customer Support Specialist at Dots-lab, your primary responsibilities include responding to customer inquiries through email, phone, and chat. You'll troubleshoot technical issues, provide solutions to customer complaints, and utilize resources like FAQs to assist customers efficiently. Collaboration with cross-functional teams will also be crucial to ensure customer concerns are addressed promptly.

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What qualifications do I need to become a Customer Support Specialist at Dots-lab?

To excel as a Customer Support Specialist at Dots-lab, you should have at least 1 year of customer support experience, ideally in a tech environment. A high school diploma is necessary, while a degree in Communications or Business is preferred. Additionally, strong communication and technical skills are essential, as is the ability to operate in a fast-paced atmosphere.

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Is previous experience in customer support software required for the Customer Support Specialist role at Dots-lab?

While it is not mandatory to have experience with customer support software for the Customer Support Specialist position at Dots-lab, familiarity with tools such as Zendesk, Freshdesk, or Salesforce can be advantageous. Proficiency with technical software applications will help you troubleshoot and resolve issues more effectively.

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What does the training process look like for a new Customer Support Specialist at Dots-lab?

New Customer Support Specialists at Dots-lab will participate in comprehensive training that emphasizes product knowledge, industry trends, and best practices for customer service. This ongoing development is essential for staying updated and ensuring that you can provide the highest level of support to our customers.

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What benefits can I expect as a Customer Support Specialist at Dots-lab?

As a Customer Support Specialist at Dots-lab, you'll enjoy benefits such as a health care plan covering medical, dental, and vision, a retirement plan (401k), paid time off for vacations and public holidays, and family leave. Additionally, you’ll benefit from flexible work arrangements, including remote work options, and opportunities for professional growth within an innovative company.

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Common Interview Questions for Customer Support Specialist
How do you handle difficult customers as a Customer Support Specialist?

To handle difficult customers effectively, remain calm and empathetic. Listen actively to their concerns without interruption, and validate their feelings. Provide clear solutions and ensure they feel heard. A good approach is to summarize their issues and confirm how you will address them.

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What experience do you have with troubleshooting technical issues?

I have extensive experience troubleshooting technical issues by first gathering all relevant information from the customer. I then use logical diagnostic steps and follow the protocols established in the knowledge base, leveraging my understanding of the product to resolve issues efficiently.

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Can you give an example of a time you resolved a customer complaint?

Certainly! Once, a customer was frustrated due to a delayed order. I listened to their concerns, assured them that I understood the issue, and provided a detailed explanation of the delay and the steps being taken to resolve it. I offered a discount on their next purchase as a goodwill gesture, which turned their experience into a positive one.

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What tools and software do you feel comfortable using for customer support?

I am comfortable using several customer support tools, such as Zendesk and Freshdesk, for managing inquiries and tracking customer interactions. I find these platforms intuitive for organizing ticket systems and ensuring follow-ups. Additionally, I'm proficient in various other software applications necessary for troubleshooting.

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How do you prioritize your tasks when dealing with multiple customer inquiries?

I prioritize tasks based on urgency and complexity. I address immediate issues first, especially those affecting multiple customers. I use tools to track outstanding requests and ensure that I provide timely responses while managing my workload effectively.

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What do you think is key to providing excellent customer support?

The key to excellent customer support is proactive communication and a genuine desire to help. Ensuring clarity in your communication and actively anticipating customer needs fosters a positive experience. Staying knowledgeable about products and processes allows for quick resolutions.

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How do you ensure you stay updated with product knowledge?

I stay updated with product knowledge by participating in ongoing training sessions, reading company communications, and using the resources available in our knowledge base. Engaging with cross-functional teams also provides insights into product changes and new features.

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Can you describe a time when you went above and beyond for a customer?

One time, a customer needed help with a complex technical issue outside of normal support hours. I agreed to help them during my lunch break, walked them through the troubleshooting steps, and stayed on the call until the problem was completely resolved. They expressed immense gratitude, and I felt fulfilled knowing I made a difference.

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What is your approach to receiving feedback from customers?

I view feedback as an opportunity for growth. I actively seek customer feedback after interactions and meticulously analyze it for trends that could indicate areas for improvement. Implementing changes based on feedback is essential to delivering better support.

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How do you manage stress in a fast-paced customer support environment?

Managing stress in a fast-paced environment involves maintaining organization and taking short breaks when needed. Consistently prioritizing tasks helps me stay focused, and I practice techniques like deep breathing or stretching during busy periods to maintain my composure.

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EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
April 1, 2025

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