Customer Support Specialist Job Description

Position: Customer Support Specialist
Company: GSR Group LLC
Location: Remote
Job Type: Full-time

About GSR Group LLC

GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Customer Support Specialist who will serve as the first point of contact for customers reaching out through our online platforms. This role is essential in ensuring a seamless and positive experience for every guest, whether they’re asking about menu items, orders, or employment opportunities.

We are looking for a highly motivated and customer-centric Customer Support Specialist to join our team. As a Customer Support Specialist, you will be the first point of contact for our customers, providing timely and accurate information, resolving issues, and ensuring a positive experience. You will be responsible for delivering exceptional support across multiple communication channels and working collaboratively with other teams to ensure customer satisfaction.

• Customer Assistance:

  • Respond to customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.

  • Provide accurate product or service information, assisting customers with any issues or questions they may have.

  • Troubleshoot customer problems and guide them through solutions in a clear and helpful manner.

  • Manage customer complaints with empathy and resolve issues to ensure customer satisfaction.

• Technical Support:

  • Offer technical assistance to customers experiencing issues with products or services.

  • Guide customers through troubleshooting steps and work with internal teams (engineering, technical support) to escalate and resolve more complex issues.

• Order and Account Management:

  • Process orders, returns, exchanges, and refunds in a timely manner.

  • Update and maintain customer account information, ensuring it’s accurate and up-to-date.

  • Assist with billing inquiries and payment issues, providing clear instructions on how to resolve any concerns.

• Documentation and Reporting:

  • Document customer interactions, issues, and resolutions in the company’s CRM system.

  • Identify recurring problems or patterns in customer complaints and escalate to relevant teams for investigation and improvement.

  • Provide feedback and suggestions for improving the customer experience.

• Cross-functional Collaboration:

  • Work closely with other departments (sales, marketing, product) to provide seamless customer support and address customer needs.

  • Collaborate with the technical team to resolve complex technical issues and ensure product updates are communicated to customers effectively.

• Customer Education:

  • Assist in developing and maintaining self-help resources such as FAQs, guides, and instructional content to empower customers to solve problems on their own.

  • Educate customers on the full range of products and services, offering solutions that best meet their needs.

• Experience: At least 1 year of experience in customer service or support.

• Skills:

  • Strong communication skills, both written and verbal, with the ability to explain complex concepts clearly and concisely.

  • Excellent problem-solving skills and the ability to troubleshoot and resolve customer issues.

  • Proficiency in customer support software (e.g., Zendesk, Freshdesk, Salesforce) and basic knowledge of CRM systems.

  • High attention to detail and strong organizational skills to manage multiple customer interactions at once.

  • Ability to work independently and handle customer issues with minimal supervision.

• Other:

  • Patience and empathy for dealing with frustrated or upset customers.

  • Ability to stay calm under pressure and manage stressful situations.

  • A positive attitude with a customer-first mindset.

• Multitasking: Ability to juggle multiple inquiries or tasks at once while maintaining a high level of service.

• Tech-Savvy: Comfort with using and troubleshooting technology, with an interest in learning new tools and systems.

• Adaptability: Ability to quickly adapt to new products, services, or procedures in a fast-paced environment.

• Team Player: Enjoy working in a collaborative environment, sharing feedback, and supporting team goals.

• Passion for Customer Satisfaction: A genuine desire to help customers and make their experience as smooth and positive as possible.