Customer Support Specialist
[Company Name] · [Support Team Name]
REPORTS TO [Support Team Lead] | EMPLOYMENT TYPE [Full-time] | LOCATION [City, State] or [Remote] | PAY $[Minimum] – $[Maximum] / hour |
About the role
The Customer Support Specialist answers questions and resolves problems for customers of [product or service]. The role handles about [N] conversations per day across the channels below, documents each case, and passes product issues to the right team.
Support channels
CHANNEL | SHARE OF TIME | WHAT IT COVERS |
|---|---|---|
Email and web form | 40% | Tickets from customers and account administrators |
Live chat | 30% | Real-time questions during business hours |
Phone | 20% | Scheduled callbacks and priority accounts |
Community forum | 10% | Answering and tagging public questions |
Total | 100% |
Time shares are example figures. Adjust them to match your team's volume.
Responsibilities
- Respond to customer questions by email, chat, and phone, following the team's tone and style guide.
- Troubleshoot account, billing, and product problems, and walk customers through fixes.
- Log every conversation in [help desk software] with the correct category and priority.
- Escalate bugs and outages to [engineering / product] with steps to reproduce.
- Write and update help center articles for common questions.
- Take part in weekly case reviews and share recurring issues with the team lead.
Skills
Required
| Preferred
|
Service expectations
MEASURE | EXPECTATION |
|---|---|
First response time | Within [N] hours for email; within [N] minutes for chat |
Resolution time | [N]% of cases resolved within [N] business days |
Customer satisfaction | [N]% or higher on post-conversation surveys |
Quality review | [N] out of [N] or higher on monthly case reviews |
Schedule and training
The regular schedule is [days and hours, with time zone]. [Describe weekend or holiday rotation, if any.] New specialists complete [N] weeks of paid training, including shadowing experienced team members, before handling cases on their own.
Compensation and benefits
Pay for this position is $[Minimum] – $[Maximum] per hour, based on experience. [Describe any shift differential or bonus, or delete this sentence.]
- [Health, dental, and vision insurance]
- [Retirement plan]
- [Paid time off and holidays]
- [Home office or equipment stipend, if remote]
How to apply
Apply at [application URL or email address] with a resume and a short written answer to this question: [sample customer question]. Applications close on [Month DD, YYYY].
[Company Name] is an equal opportunity employer. [Insert your organization's equal employment opportunity statement.]