dcbel

Customer Support

• Provide level 1 troubleshooting for customers using dcbel Ara products and services
• Coordinate level 2 technical support when required
• Resolve customer queries, recommend solutions, and guide users through product features and functionality
• Communicate with customers through chat, calls, email, and live chat
• Ensure exceptional customer satisfaction while responding accurately and professionally to inquiries
• Understand customers’ home setups and diagnose configuration or product issues
• Help customers manage their products and make each interaction meaningful
• Meet customer support SLAs for email, chat, and telephone response times
• Escalate internally for remote level 2 support and/or on-site field support
• Update the internal CRM and knowledge base with customer discussions, technical issues, and resolutions
• Monitor complaints across channels and proactively contact customers to resolve them
• Gather customer feedback and share it with internal teams
• Provide timely and accurate responses regarding order status and service knowledge requests
• Report service failures and customer concerns to the company
• Partner with Sales and Field Operations teams
• Fill gaps in customer profiles by asking questions, building rapport, and engaging with each inquiry

Explore Customer Support Specialist at dcbel. Review requirements and application details.

Customer Support Specialist

• Provide level 1 troubleshooting assistance for dcbel Ara products and services
• Coordinate level 2 technical support and on-site field support when required
• Resolve customer queries, recommend solutions, and guide users through product features and functionality
• Communicate with customers through chat, calls, email, and live chat
• Ensure exceptional customer satisfaction with accurate and professional responses
• Understand customers’ home setups and diagnose configuration or product issues
• Help customers manage their products and deliver meaningful customer interactions
• Meet customer support SLAs for email, chat, and telephone response times
• Escalate issues internally while owning the customer experience through resolution
• Update the internal CRM and knowledge base with customer discussions, technical issues, and resolutions
• Monitor customer complaints across channels and proactively resolve them
• Gather customer feedback and share it with internal teams
• Provide timely, accurate information about order status and service knowledge requests
• Provide feedback to the company regarding service failures and customer concerns
• Partner with Sales and Field Operations teams to meet and exceed customer service expectations
• Fill gaps in customer profiles by asking questions, building rapport, and engaging with each inquiry