Customer Support Specialist

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Kingsoft Office Software Corporation Limited Full time

Customer Support Specialist

Job Description

As a Software Product Support Specialist, you will be the vital link between our users and our product. You will provide professional, multi-channel (live chat, email, phone) technical support and advisory services, ensuring swift resolution to user inquiries and an exceptional product experience. Your deep understanding of our software will be key to not only solving problems but also to capturing valuable user feedback to help drive product improvement.

Key Responsibilities:

  1. User Issue Resolution:

  2. Provide timely and effective resolutions to user inquiries, operational questions, and technical issues via multi-channel support (live chat, email, phone), ensuring high user satisfaction.

  3. Coordinate with technical and product teams to drive complex issues to a full resolution, while keeping users informed of the progress.

  4. Feedback & Insights Collection:

  5. Systematically document user feedback, common pain points, feature requests, and potential bugs to contribute to product iteration and optimization.

  6. Knowledge Base Curation:

  7. Create, update, and maintain help articles, FAQs, and user guides to ensure content accuracy and clarity, empowering users for self-service.

  8. Process Improvement:
    Identify opportunities to optimize support workflows and enhance the overall user experience and service efficiency.

Qualifications & Requirements:

  1. Education and Major:

  2. Associate degree or higher (Computer Science background preferred)

  3. Skill Requirements:

  4. Fluent English communication skills to guide users through technical solutions

  5. Excellent communication, interpersonal, and teamwork skills
  6. Strong analytical and problem-solving skills, with the ability to troubleshoot software issues independently.
  7. Fast and accurate typing speed (approx WPM), capable of handling real-time conversations while maintaining detailed records

  8. Familiarity with basic operations of Windows/macOS systems

  9. Personal Attributes:

  10. Highly responsible, proactive, customer-oriented, and able to multitask effectively in a fast-paced environment

  11. A strong willingness to learn and a collaborative spirit are essential

  12. Preferred Qualifications (Nice-to-Have):

  13. 1+ years of experience in a customer service or technical support role for a software/internet product

  14. Proficiency in office software

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