Customer Support Specialist

Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services to over 3,000,000 customers worldwide.

At Alohi, we began our journey with an initial seed investment from Fongit “Fondation Genevoise pour l’Innovation Technologique” which is backed by the state of Geneva. But instead of relying on external funding to fuel our growth, we’ve chosen to bootstrap our way to success. This approach has allowed us to prioritize our customers and build products that truly meet their needs, without being beholden to outside investors. By remaining financially independent, we’ve been able to maintain our autonomy and agility, which have been key factors in our ability to innovate and stay ahead of the curve.

Job Description
For this on-site position, we are searching for a Customer Support Specialist who is a dynamic, passionate, self-starter to join our Geneva office.

Your job is to support our new customers with an exceptional customer onboarding program and help currently existing customers receive an outstanding experience with our services. Your responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can provide exceptional care to all customers and earn their trust.

Responsibilities

• Respond to customer queries and provide technical support promptly and accurately via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and valuable discussions with customers.
• Monitor customer complaints on social media and reach out to assist.
• Assist with content writing and other marketing tasks (video tutorials, testimonials etc.)
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share feature requests and effective workaround with team members.
• Assist in training junior Customer Support Specialists.
• Stay informed on the latest industry techniques and methods.

• Prior experience in Tech Support with the ability to quickly learn new software platforms.
  
• Understanding of how CRM systems work.
• Fluent in English (Both writing and speaking).
• Bachelor’s degree in Business Administration or relevant field.
• A creative thinker - understands clients and can uncover revenue opportunities.
• Outstanding written and verbal communication skills.
• Patience when handling tough cases.