Customer Support Advisor

Job Overview:
As a Customer Support Advisor at, you will be the first point of contact for our valued clients, providing them with outstanding assistance and resolving their inquiries and concerns in a timely and professional manner. This role offers an exciting opportunity to engage with customers from around the world and contribute to their satisfaction and success with our products and services.
Key Responsibilities:
Customer Assistance:
Respond to customer inquiries via phone, email, live chat, and other communication channels with a focus on providing prompt and accurate assistance.
Listen attentively to customers' concerns, empathize with their needs, and effectively troubleshoot technical issues related to satellite communication systems.
Guide customers through product features, functionalities, and troubleshooting steps to ensure a positive experience with our services.
Issue Resolution:
Investigate and diagnose technical problems reported by customers, escalating complex issues to higher-level support teams as needed.
Document customer interactions, issues, and resolutions in our CRM system to maintain accurate records and facilitate knowledge sharing.
Follow up with customers to ensure that their concerns have been addressed satisfactorily and provide additional assistance or resources as required.
Product Education and Training:
Stay informed about our products, services, and industry trends to effectively address customer inquiries and provide informed recommendations.
Conduct product demonstrations and training sessions for customers to help them maximize the value of their satellite communication systems.
Create and update support documentation, FAQs, and troubleshooting guides to empower customers to self-serve and resolve common issues.
Customer Feedback and Improvement:
Gather feedback from customers regarding their experiences with our products and services, and communicate insights and suggestions for improvement to relevant teams.
Collaborate with cross-functional teams including product development, sales, and marketing to advocate for customer needs and contribute to product enhancements and service improvements
Qualifications:
Previous experience in Customer Support, technical support, or a related field preferred.
Strong communication skills, both verbal and written, with a customer-centric approach.
Excellent problem-solving abilities and attention to detail.
Empathetic and patient demeanor with the ability to remain calm under pressure.
Proficiency in computer skills and experience with CRM systems or ticketing platforms preferred.