Job Title: Customer Support Specialist (Technical & Multichannel)

Job Overview

We are seeking an experienced and customer-focused Customer Support Specialist to join our team. In this role, you will serve as the primary point of contact for customers, providing prompt and professional support across phone, email, and chat channels. You will troubleshoot issues, resolve inquiries efficiently, and deliver a high-quality customer experience while collaborating with cross-functional teams.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Troubleshoot and resolve basic technical and service-related issues, aiming for first-contact resolution
• Escalate complex problems to higher-level support when necessary
• Maintain a strong understanding of company products, equipment, and functionality
• Accurately document customer interactions, issues, and resolutions in CRM systems
• Build and maintain strong customer relationships through exceptional service
• Identify opportunities to improve the customer experience and recommend solutions
• Collaborate with internal teams to ensure seamless issue resolution and service delivery
• Manage multiple customer interactions simultaneously while maintaining attention to detail

Qualifications

• Associate degree preferred (or equivalent experience)
• Minimum of 5 years of experience in customer service or customer support
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Demonstrated empathy, patience, and a customer-centric mindset
• Ability to multitask and manage time effectively in a fast-paced environment
• Experience using CRM platforms (e.g., Salesforce, Zendesk, HubSpot)
• High level of accuracy and attention to detail
• Ability to work both independently and collaboratively within a team

Preferred Skills

• Experience in technical support or troubleshooting environments
• Familiarity with multichannel customer service platforms
• Proven track record of improving customer satisfaction

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Evelyn Johnson