About the job
Job Title: Customer Support Specialist
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
Pavago is seeking a dynamic and service-oriented Customer Support Specialist to enhance customer interactions, resolve issues effectively, and deliver an exceptional customer experience.
In this role, you will be responsible for case management, proficient communication, billing assistance, and interdepartmental collaboration. Acting as the primary point of contact for customers, you will ensure their inquiries and concerns are addressed promptly and efficiently.
The ideal candidate will be meticulous, responsive, and thrive in a fast-paced environment where customer satisfaction takes precedence.
Key Responsibilities
Case Management & Documentation
- Create and manage cases in Salesforce for all customer interactions.
- Keep precise and detailed records of issues, updates, and solutions.
- Ensure all customer interactions are accurately documented and tracked.
Triage & Prioritization
- Evaluate the urgency of incoming customer requests and prioritize effectively.
- Assign and monitor case ownership to guarantee timely resolution.
- Oversee open cases to ensure consistent progress towards closure.
Customer Communication
- Provide proactive updates to customers within 24 hours.
- Communicate clearly and professionally via phone, email, and other platforms.
- Keep customers informed throughout the resolution process.
Internal Collaboration
- Collaborate closely with service, installation, and receivables teams to resolve issues.
- Coordinate with various departments to ensure timely and accurate solutions.
- Escalate issues as needed to secure swift resolutions.
Billing Support
- Address billing and invoice-related inquiries from customers.
- Encourage customers to opt for auto-billing when appropriate.
- Assist with follow-ups on overdue accounts in coordination with the receivables team.
Problem Solving & Process Improvement
- Investigate recurring issues and identify root causes.
- Document findings and propose enhancements to processes.
- Contribute to improving overall customer experience and operational efficiency.
Customer Satisfaction
- Confirm customer satisfaction prior to case closure.
- Motivate satisfied customers to leave positive reviews.
- Ensure a consistently positive and professional experience for customers.
What Makes You an Ideal Candidate
- You are dedicated to customer service excellence and focused on delivering outstanding support.
- You possess strong organizational skills and attention to detail in managing multiple cases.
- You communicate effectively and maintain a positive demeanor under pressure.

