Customer Support Specialist

Job Description:
The Customer Service Specialist is generally responsible for providing assistance directly to Surefire Local internal and external customers. This position responds to any customer concern coming in through email, chat, and phone channels. This position mainly uses Teamwork Desk and Intercom to filter all inbound customer concerns and assures resolution within the stipulated service-level agreement (SLA). The Customer Service Specialist directly reports to the Account Management & Customer Support Division Head.


Ensures customer happiness and satisfaction by providing accurate responses to concerns. Checks dashboard for any unattended tickets and chat messages. Tracks customer satisfaction trend on a weekly basis. Directs customer interaction. Acknowledges concerns within 24 hours. Resolves concerns within the acceptable time frame. Ensures all tickets and chat messages from both internal and external customers are attended and provided updates on time. Ensures resolution is provided to the customer within the acceptable time frame. Escalates complex tickets to Tier 2 as soon as possible. Closes ticket in Teamwork Desk and/ or conversations in Intercom when a resolution is accepted. Minimum Qualifications:
Has a Bachelor's Degree in Journalism, English Literature, or any communications-related degree With at least 2 years experience in customer service, customer support, and/or project management. Experienced in using at least 1 ticketing tool or any related client-facing tool. Technically inclined in using Google spreadsheet and/or MS Excel. Computer proficient and system oriented. Must be highly proficient in spoken and written English. Has strong mathematical, analytical, and organizational skills. Is self-motivated to work with minimal supervision. Above-average skills in the following:
Project Management (projection, tracking, reporting) Communication and Coordination Google Sheets, MS Excel & Project Management tools Willing to work in Night Shift, 9:00pm to 6:00am.