Customer Support Specialist I/ II (2nd and 3rd shift)

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Provide service response while upholding excellent customer service standards to Mujin’s clients
• Serve as the front line in receiving support calls and routing/escalating issues as required to ensure client satisfaction
• Communicate regularly with the leader/team regarding recurring issues and signs of frustration from clients
• Maintain and update the customer support website, ensuring all documentation such as manuals and spare parts lists are current
• Absorb and develop the transition from a traditional phone line to a chat service, including the maintenance of a chatbot system
• Aid in the development of mobile applications for both Android (APK) and iOS platforms
• Collaborate with the service team to integrate APIs for data retrieval and system communication
• Manage customer tickets and ensure proper documentation in accordance with service level agreements (SLAs)
• Participate in the development of security measures for web hosting and application platforms
• Provide customer support via phone and email, following scripts for consistent communication
• Work on the continuous improvement of the customer support portal, tailoring it to individual customer needs

Requirements

• A high school diploma + 2 years relevant customer service experience
• Excellent communication and interpersonal skills
• Experience using help desk software and remote support tools
• Understanding of Python programming, with a willingness to learn and apply new skills
• Strong problem-solving abilities and attention to detail

Nice To Haves

• Familiarity with our industry is a plus
• Basic knowledge of HTML, CSS, and JavaScript for web development
• Familiarity with mobile application development environments for Android and iOS
• Multi-lingual skills are a plus, especially French

Key Soft Skills

• Strong communication skills and the ability to follow detailed instructions and scripts
• Detail-oriented with a focus on documentation and the ability to manage multiple tasks efficiently
• A proactive approach to problem-solving and the ability to work under tight deadlines
• A team player attitude with the enthusiasm to learn and grow within the company

Physical Demands/Work Environment

• Ability to travel up to 15% of the time
• Availability to provide support during nights, weekends, and as needed
• Prolonged periods of sitting at a desk and working on a computer
• Warehousing/and Industrial work environment