Customer Support Representative

Summary

Sparks Wiz Limited is an engineering consultancy firm seeking a Customer Support Representative. The role serves as the primary client contact, handling inquiries, resolving issues, maintaining interaction records, coordinating with engineering teams, and collecting feedback to improve services.

Responsibilities

• Serve as the first point of contact for clients via phone, email, and chat. Address inquiries regarding project status, service offerings, and other relevant topics
• Manage and resolve client issues promptly, escalating complex matters to appropriate departments as needed
• Maintain accurate records of client interactions, including issues, resolutions, and feedback, ensuring that all documentation is up-to-date and comprehensive
• Facilitate communication between clients and internal teams, ensuring that client needs and feedback are effectively communicated to project managers and engineers
• Conduct follow-up calls or emails to ensure client satisfaction and to verify that resolved issues remain addressed
• Develop and maintain a thorough understanding of the companies services, engineering processes, and industry standards to effectively assist clients
• Gather client feedback and insights to help improve our services and client experience. Report trends and recurring issues to management
• Assist with administrative tasks related to client management, including scheduling meetings, preparing reports, and updating client information

Skills

• High school diploma or equivalent
• Associates degree or relevant coursework in business or engineering is a plus
• Previous experience in a customer support role
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency with customer support software and tools
• Ability to manage multiple tasks and prioritize effectively
• Willingness to learn and adapt to new technical information is essential
• This is a remote position, and you will be working from your home office
• Full-time position with standard business hours
• Some flexibility may be required based on client needs and time zones
• Call center: 1 year (Required)
• Customer Service (Required)
• English (Required)
• Remote
• Preferably within a technical or engineering environment
• Basic understanding of engineering concepts and terminology is preferred but not required
• Spanish

Qualifications

Must Haves

• High school diploma or equivalent
• associates degree or relevant coursework in business or engineering is a plus
• Previous experience in a customer support role
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency with customer support software and tools
• Ability to manage multiple tasks and prioritize effectively
• Willingness to learn and adapt to new technical information is essential
• This is a remote position, and you will be working from your home office
• Full-time position with standard business hours
• Some flexibility may be required based on client needs and time zones
• Call center: 1 year (Required)
• Customer Service (Required)
• English (Required)
• Remote

Nice to Haves

• preferably within a technical or engineering environment
• Basic understanding of engineering concepts and terminology is preferred but not required
• Spanish

Benefits

• Opportunities for growth within the company
• A supportive work environment where your contributions are valued
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Remote work