Customer Service Specialist (English)

Cloud App Innovations is seeking a dynamic and solution-oriented Customer Service Specialist to join our team for an exciting new project.

The ideal candidate is a highly responsible and detail-oriented individual with a passion for helping others. You will be a key voice of our brand, providing exceptional support to our B2B customers and ensuring they have a seamless experience with our applications.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via email and live chat, providing timely, accurate, and empathetic support.

• Proactively engage with customers through outbound communication to offer guidance, gather feedback, and build strong, lasting relationships.

• Troubleshoot customer issues, identify root causes, and guide users to effective solutions.

• Meticulously document all customer interactions, technical issues, and resolutions in our support systems.

• Collaborate with the product and development teams to escalate complex issues and advocate for customer needs.

• Contribute to our knowledge base by creating and updating help articles, FAQs, and support documentation.

Qualifications

• Proven experience in a customer support, customer success, or a similar client-facing role.

• Exceptional written and verbal communication skills in English, with an ability to convey complex information clearly and concisely.

• A strong sense of responsibility and ownership, with a commitment to seeing issues through to resolution.

• Excellent problem-solving skills and a solution-oriented mindset.

• High attention to detail and strong organizational skills.

• Ability to work independently and manage time effectively in a fast-paced environment.

Preferred Qualifications (Bonus Points)

• Experience in the B2B software or SaaS (Software as a Service) industry.

• Familiarity with help desk software (e.g., Zendesk, Intercom, HubSpot) and CRM tools.

• A basic understanding of app development concepts or environments is a significant plus.