Satisfying customers is integral to the continued success of every company
Posted: Sun Jan 05, 2025 7:22 am
In addition to selling your customers something that provides them value, you also need to help them extract that value. As you’re growing your company, you should hire people to enable your customers. Here are some job descriptions for roles you should consider filling:
Job Descriptions for Customer Service, Support and Success
Customer Support Representative
Customer support reps communicate with customers about any problems or questions that arise in their use of the product or service. These communications can be through email, phone calls, live chat or social media.
Customer support reps might not always be able to solve the rcs database customer’s problem themselves, which is why triaging and ticket distribution can be part of this role. A customer support rep needs to be able to speak with a customer, recommend relevant self-service support resources and if none of those solve the problem, forward the customer’s query to an appropriate specialist.
Experience level: entry-level
Customer Support Specialist/Technical Support Rep
Customer support specialists’ jobs are similar to customer support representatives. However, customer support specialists have the technical knowledge to solve a customer’s problem.
In some cases, a customer support specialist may still be handling initial support outreach communications through email, phone or chat, but they may also just be receiving tickets from customer support reps and focus solely on resolving those tickets.
Experience level: junior
Customer Support Manager
Customer support managers oversee a support team and their processes. They’re responsible for setting goals for the team, empowering their team members to reach those goals and communicating support trends with the rest of the company.
Job Descriptions for Customer Service, Support and Success
Customer Support Representative
Customer support reps communicate with customers about any problems or questions that arise in their use of the product or service. These communications can be through email, phone calls, live chat or social media.
Customer support reps might not always be able to solve the rcs database customer’s problem themselves, which is why triaging and ticket distribution can be part of this role. A customer support rep needs to be able to speak with a customer, recommend relevant self-service support resources and if none of those solve the problem, forward the customer’s query to an appropriate specialist.
Experience level: entry-level
Customer Support Specialist/Technical Support Rep
Customer support specialists’ jobs are similar to customer support representatives. However, customer support specialists have the technical knowledge to solve a customer’s problem.
In some cases, a customer support specialist may still be handling initial support outreach communications through email, phone or chat, but they may also just be receiving tickets from customer support reps and focus solely on resolving those tickets.
Experience level: junior
Customer Support Manager
Customer support managers oversee a support team and their processes. They’re responsible for setting goals for the team, empowering their team members to reach those goals and communicating support trends with the rest of the company.