Customer Support Specialist

As a Customer Support Specialist at Modisoft, you play a crucial role in delivering exceptional service to our clients. You provide prompt and professional support via phone, email, and live chat, addressing inquiries about POS systems, payment systems, digital menus, and Cartzie services, along with related hardware. Your expertise in troubleshooting technical problems ensures you resolve customer issues efficiently, ultimately enhancing satisfaction and retention. You will have the opportunity to build and maintain strong relationships with our customers by comprehensively understanding their business needs and offering tailored solutions. Moreover, you will oversee the onboarding process for new customers, leading a team of 130 to ensure smooth transitions and top-tier service. Your collaborative efforts with internal teams focus on resolving complex issues, promoting product understanding, and facilitating a successful experience for each client.

Responsibilities

Provide prompt and professional support to customers via various channels, including phone, email, and live chat, specifically addressing inquiries about POS systems, payment systems, digital menus, and Cartzie services.
Efficiently resolve customer issues, ensuring high satisfaction and customer retention rates through effective troubleshooting and support.
Develop and strengthen relationships with clients by understanding business needs and offering customized solutions, contributing to overall customer loyalty.
Assist Account Managers in maintaining customer accounts, ensuring clients receive exceptional service and support throughout their engagement with Modisoft.
Troubleshoot technical issues related to software, hardware, and integrations with back-office systems, providing resolutions in a timely manner.
Collaborate with internal teams to address complex customer queries and escalate issues when necessary, promoting a coordinated approach to customer support.
Educate both potential and existing clients on product features, benefits, and usage to facilitate upselling opportunities and enhance overall product adoption.
Support the sales team during the onboarding of new clients, ensuring a seamless transition from sales to operational use.
Document all customer interactions comprehensively within the CRM system to maintain detailed records for future reference and improvements.
Provide constructive feedback to product and support teams regarding common customer issues or areas for enhancement, contributing to the continuous improvement of services.
Oversee and manage the onboarding process for new customers, ensuring all aspects are handled with precision for a seamless and efficient experience.
Proactively ensure customers participate in onboarding training sessions to maximize their understanding and effective use of the platform.
Maintain regular communication with customers, offering timely assistance and prompt resolution of any issues related to Insights.
Collaborate with or escalate to other support team members when necessary to elevate customer concerns, ensuring an excellent onboarding experience and high customer satisfaction.
Ensure the initial setup of Insights and mPOS systems is completed thoroughly, accurately, and without errors, offering guidance and support during this critical phase.