Position:

Job Description:

SiliconExpert is seeking a highly driven and experienced Senior Customer Support Specialist to join our Customer Success & Support team. You will be the primary point of contact for several strategic accounts and a key contributor to customer satisfaction, retention, and revenue growth. This role includes driving proactive engagement through the Customer Care Program, resolving technical issues, and influencing product and process improvements.

Key Responsibilities

• Serve as the main liaison for assigned strategic customers, managing end-to-end relationships.
• Drive regular engagement with strategic accounts via service review meetings to assess tool usage, utilization trends, and suggest optimization opportunities.
• Influence product and process enhancements and communicate upsell opportunities to Account Managers and Executives.
• Handle daily inquiries, tickets, and emails related to product enhancements, issues, and bug resolution in coordination with development squads.
• Manage and resolve professional services feedback routed through internal teams, ensuring alignment with data quality standards and service level expectations.
• Take full ownership of customer complaints, queries, and requests for information, ensuring appropriate investigation and timely resolution.
• Provide support and technical issue resolution through email, phone, and virtual meetings.
• Clarify and diagnose customer problems, determine causes, provide solutions, expedite corrections, and follow up to ensure resolution.
• Generate sales leads by identifying upsell opportunities and recommending suitable products or services.
• Identify and assess customer needs to deliver a high level of satisfaction.
• Build and maintain trusted customer relationships through open, proactive communication.
• Provide accurate and complete information using the appropriate tools and methods.
• Follow internal communication procedures, policies, and best practices.
• Take initiative and go the extra mile to ensure customer engagement and success.
• Conduct training sessions for customers on system and application use.
• Draft support documentation, knowledge base articles, and training material as needed.
• Prepare regular reports (daily, weekly, monthly) on customer support activities and KPIs.
• Contribute feedback to support product development and recommend improvements based on customer needs.
• Gain a general understanding of OS and application operations related to the company’s services.
• Contribute to team goals and continuous improvement initiatives.
• Attract and retain potential customers by responding effectively to inquiries and suggesting relevant offerings.

Requirements

• Bachelor’s degree (4-year or higher) in Electrical Engineering, Marketing, or a Customer Support-related discipline.
• 2–3+ years of proven experience in customer support, client services, or related field, preferably within a technology or SaaS environment.
• In-depth understanding of Customer Support operations and tools.
• Excellent English skills—both written and spoken.
• Strong phone communication and active listening skills.
• Experience with CRM systems (e.g., Zendesk, Salesforce) and support ticket management.
• Ability to work independently, manage multiple tasks, and prioritize effectively.
• Strong problem-solving abilities and analytical skills.
• Detail-oriented, organized, and self-motivated.
• Comfortable with software and hardware issue resolution.
• Proficient in internet-based tools such as email clients, FTP, and web browsers.
• Ability to respond quickly and professionally via email, phone, or video meetings.
• Strong presentation and interpersonal skills with the ability to influence and guide customers.

Language Skills

• Fluency in English is required.
• Ability to read, analyze, and interpret general business literature and technical documentation.
• Ability to write professional reports, business correspondence, and procedure manuals.
• Ability to effectively present ideas and respond to inquiries from managers, clients, and cross-functional teams.

Reasoning Ability

• Ability to solve practical problems in real-time and address a variety of non-standard scenarios.
• Ability to interpret instructions in various formats: written, verbal, diagrammatic, or schedule-based

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