Customer Relations Specialist

Role Overview

The Customer Relations Specialist is responsible for managing and nurturing long-term relationships with clients. You will act as a subject matter expert on our product portfolio, ensuring that clients have the technical support,information and supply chain reliability they need to provide optimal digital care to customers IT technical problems.

Job Responsibilities:

Technical Problem Resolution

• Diagnostics: Identify root causes for hardware, software, and network connectivity issues via phone, chat, or remote desktop tools (e.g., TeamViewer, AnyDesk).
• Troubleshooting: Guide users through step-by-step technical fixes for OS issues, software installations, and peripheral configurations.
• Documentation: Maintain precise logs in the ticketing system (Zendesk, Salesforce, or ServiceNow) for future reference and knowledge-base building.
• 2. Strategic Upselling & Cross-sellingOpportunity Identification: Listen for "pain points" during technical calls (e.g., a customer complaining about slow speeds is an opportunity to upsell a premium high-speed plan or hardware upgrade).
• Value Proposition: Explain the benefits of premium services (e.g., 24/7 priority support, cloud backup, or cybersecurity suites) in a way that solves the customer's specific problem.
• Consultative Selling: Use a "soft sell" approach—positioning products as solutions rather than just sales pitches to maintain customer trust.

Customer Experience & Retention

• Relationship Management: Act as a trusted advisor to ensure the customer feels heard and valued, even when technical issues are complex.
• Churn Prevention: Identify customers who are frustrated with recurring issues and offer "Retention Packages" or upgrades that stabilize their environment.
• Feedback Loop: Report recurring product bugs to the engineering team and share customer feedback regarding pricing or new features with the marketing team.