Customer Support Specialist

About PulseMediaNL

PulseMediaNL is a fast-growing digital media and marketing company dedicated to helping businesses strengthen their online presence through innovative digital solutions, content creation, social media management, branding, and marketing strategies. We pride ourselves on delivering exceptional customer experiences and building lasting relationships with our clients.

We are looking for a passionate, customer-focused, and proactive Customer Support Specialist to join our growing team. The ideal candidate will serve as the first point of contact for customers, ensuring every interaction reflects our commitment to professionalism, efficiency, and outstanding service.

Position Summary

As a Customer Support Specialist, you will be responsible for assisting customers with inquiries, resolving issues, providing product and service information, and ensuring a seamless customer experience across multiple communication channels. You will work closely with internal teams to ensure customer concerns are addressed promptly while identifying opportunities to improve customer satisfaction and retention.

This role requires excellent communication skills, empathy, problem-solving abilities, and a strong commitment to delivering exceptional support.

Key Responsibilities

Customer Support

• Serve as the primary point of contact for customer inquiries via email, live chat, phone, and social media.
• Respond promptly and professionally to customer questions regarding products, services, subscriptions, billing, and account management.
• Resolve customer complaints efficiently while maintaining a positive customer experience.
• Escalate complex issues to the appropriate departments when necessary.
• Follow up with customers to ensure complete resolution of issues.
  
  

Customer Relationship Management

• Build and maintain strong relationships with customers through personalized support.
• Maintain detailed and accurate customer records using CRM software.
• Track customer interactions and update support tickets accordingly.
• Identify recurring customer concerns and recommend improvements.
  
  

Product Knowledge

• Develop a comprehensive understanding of PulseMediaNL's products and services.
• Educate customers on available features, best practices, and solutions.
• Stay updated on new product releases, service updates, and company policies.
  
  

Technical Support

• Assist customers with basic technical troubleshooting.
• Guide users through account setup, onboarding, and platform navigation.
• Coordinate with technical teams to resolve advanced issues.
  
  

Customer Experience Improvement

• Collect customer feedback and communicate insights to management.
• Identify opportunities to improve support processes.
• Contribute to knowledge base articles, FAQs, and customer help resources.
• Participate in customer satisfaction initiatives.
  
  

Administrative Duties

• Document all customer communications accurately.
• Meet response time and resolution time targets.
• Prepare reports on common customer issues and support trends.
• Maintain confidentiality of customer information.
  
  

Required Qualifications

• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• 2+ years of experience in customer service, customer support, or client success.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional problem-solving and conflict resolution skills.
• Strong attention to detail.
• Ability to work independently and collaboratively.
• Customer-first mindset with a positive attitude.
  
  

Preferred Qualifications

• Experience supporting digital marketing, SaaS, or media services.
• Familiarity with CRM platforms such as HubSpot, Salesforce, Zendesk, or Freshdesk.
• Experience with live chat software.
• Knowledge of social media platforms and digital marketing terminology.
• Basic technical troubleshooting skills.
• Experience handling billing or subscription inquiries.
  
  

Required Skills

Technical Skills

• CRM software
• Microsoft Office Suite
• Google Workspace
• Live Chat Platforms
• Ticketing Systems
• Basic troubleshooting
• Email management
• Data entry
  
  

Soft Skills

• Excellent communication
• Active listening
• Empathy
• Patience
• Critical thinking
• Problem-solving
• Time management
• Organization
• Adaptability
• Team collaboration
• Professionalism
• Attention to detail
  
  

Key Performance Indicators (KPIs)

The Customer Support Specialist Will Be Evaluated Based On

• Customer Satisfaction Score (CSAT)
• First Response Time
• Average Resolution Time
• Customer Retention Rate
• Ticket Resolution Rate
• First Contact Resolution (FCR)
• Quality Assurance Score
• Customer Feedback Ratings
• Response Accuracy
• Productivity Metrics
  
  

What We Offer

• Competitive salary
• Performance-based bonuses
• Professional development opportunities
• Ongoing training and career advancement
• Flexible work arrangements (where applicable)
• Collaborative and supportive work environment
• Paid time off and company holidays
• Employee wellness initiatives
• Opportunity to work with an innovative and growing digital media company
  
  

Why Join PulseMediaNL?

At PulseMediaNL, we believe exceptional customer experiences drive business success. As a Customer Support Specialist, you'll play a vital role in helping our clients succeed while growing your own career in a dynamic, collaborative, and innovative environment. If you're passionate about helping people, solving problems, and delivering outstanding service, we'd love to hear from you.

PulseMediaNL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected, and empowered to succeed.