Non-voice Customer Service Specialist

Island Links is seeking a dedicated Customer Success Specialist (Non-voice) to join our client’s dynamic team. Ideal for individuals with a knack for problem-solving and exceptional customer service skills, this contract role serves as a stepping stone to a potential full-time position with health benefits. As the frontline hero, you will deliver outstanding support through chat, email, and calls, fostering rapid growth in both technical and customer service expertise. The role demands a patient and optimistic demeanor, coupled with a customer-centric mindset.

Key Responsibilities:
Respond promptly and professionally to customer support chats, phone calls, and emails.
Accurately document support queries, feature requests, and customer feedback.
Diagnose and document reported bugs, conducting quality assurance tests on existing systems.
Build customer relationships, enhance client retention, and ensure an exceptional customer experience.
Utilize and maintain a knowledge base and training resources for accurate customer query resolution.
Appropriately escalate customer issues to management.
Adhere to confidentiality requirements and follow prescribed scripts, policies, and procedures.
Collaborate with cross-functional teams to ensure quality interactions and advocate for the voice of the customer.
Perform other duties as assigned.
Availability to work between 9 AM to 6 PM EST.
Prompt response to customer inquiries and concerns.

Qualifications:
Bachelor’s Degree and a passion for customer success.
Experience in customer/tech support, preferably with a SaaS company; expertise in customer handling skills is highly desirable.
Patience, empathy, and excellent written and verbal communication skills.
Dedication to customer satisfaction and a passion for assisting others.
Detail-oriented, tech-savvy, and adept at multitasking.
Strong troubleshooting and problem-solving abilities.
Comfortable with technology and quick to learn new software.
Ability to thrive in a team environment and adapt to a fast-paced setting.
Experience in the legal industry is preferred but not required.
Minimum typing speed of 35 WPM and at least C1 Advanced proficiency in English Writing.
Success in this role requires:
Quick problem-solving skills and the ability to provide an exceptional Customer Service Representative (CSR) experience.

Additional Requirements:
Excellent problem-solving skills and attention to detail.
Act with integrity and initiative.
Openness to continuous learning and improvement, approaching each day with energy and enthusiasm.
Ability to provide constructive, positive feedback and actively contribute to resolving challenges productively.