Customer Support Specialist at Sonova, providing customer service and support. Handling inquiries, resolving issues, and maintaining customer records in a dynamic environment.
About the role
- Customer Support Representative assisting Customer Success Managers with administrative tasks in a remote-first company. Ensuring client inquiries are handled efficiently and maintaining operational efficiency.
Responsibilities
- Serve as the first point of contact for general client inquiries via email, chat, and ticketing systems.
- Draft and send routine updates, follow-ups, reminders, and documentation on behalf of the CSM.
- Monitor client concerns and escalate high-priority issues to the assigned CSM.
- Assist CSMs in maintaining accurate client records, service plans, and documentation in HubSpot, Wing App, and internal trackers.
- Help process plan changes, free-trial activations, pause requests, or upgrades according to internal SOPs.
- Ensure all client-facing documents and links provided are accurate and up-to-date.
- Ensure client feedback on assigned VAs is properly logged and shared with Staffing and QA.
- Coordinate simple requests with support teams—Staffing, Onboarding, Billing, HR, and Operations—under CSM guidance.
- Track VA attendance notes, performance flags, and basic replacements workflow updates.
- Monitor the shared inbox/ticketing system and triage cases according to urgency and department.
- Identify recurring issues and flag them to the CSM for escalation or process improvement.
- Follow SOPs for common requests (password resets, plan clarifications, billing questions, interview reminders, etc.).
- Document client interactions, resolutions, and pending tasks.
Requirements
- 1–2 years experience in Customer Support, Client Success, Admin Assistant, or similar roles.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Customer-first mindset with patience and problem-solving skills.
- Proficiency in tools such as HubSpot, Stripe, Dialpad, etc
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