Software Support Officer

Description

• Job TypeFull-Time
• Experience1 Year+
• Min Salary$200+

• Serve as the primary point of contact for customers, responding to inquiries via phone, email, live chat, or social media platforms in a courteous and timely manner.
• Identify and troubleshoot customer concerns or complaints, ensuring prompt resolution and customer satisfaction. Escalate complex issues to higher levels of support when necessary
• Develop a deep understanding of Frontier's products, services, and policies to effectively assist customers and provide accurate information.
• Assist customers with placing orders, processing returns, and tracking shipments, ensuring accuracy and efficiency in all transactions.
• Address billing inquiries, process payments, and resolve billing discrepancies or disputes, maintaining a high level of accuracy and professionalism.
• Provide basic technical support and troubleshooting guidance for customers encountering issues with Frontier's products or services.
• Gather feedback from customers regarding their experiences with Frontier's products and services, and communicate insights to relevant teams for continuous improvement.
• Collaborate with other members of the customer service team, as well as cross-functional teams such as sales, technical support, and operations, to ensure a seamless customer experience.
• Stay updated on product updates, industry trends, and customer service best practices through training sessions, workshops, and self-directed learning.

Required skills and qualification
• High school diploma or equivalent; Bachelor's degree preferred
• Previous experience in customer service or a related field is preferred
• Excellent communication skills, both verbal and written, with a customer-centric approach
• Strong problem-solving abilities and the capacity to remain calm and professional in challenging situations.
• Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment
• Proficiency in computer skills, including Microsoft Office Suite and CRM systems
• Empathy, patience, and a genuine desire to help customers resolve their issues and concerns
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as required by business needs.
• Commitment to upholding company values and delivering exceptional service to customers.
• Willingness to adapt to changes and embrace opportunities for growth and development within the customer service team.