Client Support Representative

Department: Operations
Location: Cape Town - Foreshore
Description
The Client Support Specialist provides support for complex customer inquiries, requiring a strong background in Litigation. This role handles a high volume of inbound requests, resolves customer inquiries, facilitates customization requests, and delivers exceptional service. CSRs ensure accurate documentation, follow established workflows, and contribute to strong customer satisfaction.
Key Responsibilities
Technical and Procedural Support
· Handle high-volume inbound phone and email support requests
· Provide guidance on platform usage, account inquiries, and troubleshooting
· Resolve technical issues using available tools, knowledge base resources, and standard procedures
Identify defects, escalate, and provide clear case documentation (steps, evidence, outcomes)
· Accurately document all interactions, issues, and resolutions in Zendesk
Liaise with other teams to drive resolution
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