Customer Experience Associate – Voice Support

Job Title: Customer Experience & Product Support Specialist

Role Overview

We are seeking a proactive Customer Experience & Product Support Specialist to deliver high-quality customer assistance for global users of technology products and enterprise software solutions.

The successful candidate will combine customer service expertise, product knowledge, and consultative communication to help customers resolve issues, understand product capabilities, and achieve their business objectives. This role also supports customer retention, feature adoption, and opportunities for account growth.

Key Responsibilities

Customer Experience Management

• Serve as the primary contact for customers reaching out through voice, chat, and email.

• Understand customer concerns and provide appropriate resolutions within established timelines.

• Deliver empathetic, professional, and personalized customer interactions.

• Handle escalations and coordinate with internal teams to resolve complex issues.

• Maintain clear communication with customers throughout the resolution process.

Technical Guidance & Product Education

• Guide customers through product onboarding, service activation, and account configuration.

• Assist with access-related queries, subscription management, licensing, and product upgrades.

• Educate customers on software features, available functionalities, and usage best practices.

• Identify potential product-related issues and provide troubleshooting support.

• Share recurring customer concerns and product improvement suggestions with internal stakeholders.

Customer Engagement & Business Growth

• Understand customer requirements and recommend suitable product features or services.

• Identify opportunities for cross-selling and upselling based on customer needs.

• Support initiatives that improve product usage, customer satisfaction, and long-term retention.

• Participate in customer conversations focused on achieving desired business outcomes.

• Build trust through proactive communication and effective issue management.

Service Operations & Documentation

• Record customer interactions, troubleshooting steps, and resolutions in CRM or case management tools.

• Monitor open cases and ensure timely follow-ups and closure.

• Maintain compliance with quality guidelines, security policies, and service procedures.

• Meet individual performance targets and contribute to team service delivery objectives.

• Collaborate with technical support, product, and customer success teams when required.

Required Skills

• Strong English communication skills, both verbal and written.

• CEFR B2 English proficiency mandatory; C1 preferred.

• Excellent customer engagement and relationship-building abilities.

• Problem-solving, analytical thinking, and troubleshooting skills.

• Ability to communicate technical information to non-technical users.

• Understanding of SaaS products, enterprise applications, or subscription-based services.

• Customer retention, upselling, and cross-selling awareness.

• Strong organizational skills and attention to detail.

• Ability to manage multiple customer cases in a fast-paced environment.

Education & Experience

• Graduate degree or equivalent practical experience in customer experience, customer support, or customer success.

• Candidates with an undergraduate degree and at least 18 months of relevant experience are also eligible.

• Previous experience in customer-facing roles within a technology, SaaS, or enterprise software environment is preferred.

• Experience with CRM systems, service management tools, or customer case management platforms is an advantage.

• Prior exposure to product adoption, account management, or customer retention activities is desirable.

Preferred Certifications

• Certified System Administrator (CSA).

• ITIL Foundation Certification.

• Customer Success Management certifications.

• SaaS or IT service management certifications.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) scores.

• First Contact Resolution (FCR) rates.

• Quality and accuracy of case documentation.

• SLA compliance and resolution turnaround time.

• Product adoption and customer engagement.

• Customer retention and achievement of defined growth objectives.