Service Support Specialist

What You'll Do
Serve as a primary point of contact for customers and clients regarding service-related questions and requests.
Provide clear, professional, and timely responses through email, phone, chat, and other approved communication channels.
Review incoming requests, determine appropriate next steps, and ensure matters are directed to the appropriate team when necessary.
Track open service requests and follow up until resolution.
Maintain accurate customer, service, and administrative records.
Assist with scheduling, confirmations, updates, and service coordination.
Investigate routine service issues and identify practical solutions.
Escalate complex or sensitive matters according to established procedures.
Communicate with internal departments to coordinate timely solutions.
Process routine documentation, updates, and service-related information.
Monitor assigned tasks and prioritize work according to urgency and importance.
Maintain professionalism when handling complaints, questions, or challenging situations.
Protect confidential customer and company information.
Identify recurring service issues and communicate opportunities for improvement to management.
Support additional administrative and operational projects as assigned.

What We're Looking For
The ideal candidate is someone who enjoys helping people while also being comfortable working independently. You should be able to stay organized, communicate clearly, and take responsibility for completing assigned work without constant supervision.

Preferred qualifications include:

Previous experience in customer support, hospitality, client services, operations, administration, or a related field.
Strong written and verbal communication skills.
Excellent attention to detail.
Strong problem-solving and decision-making abilities.
Ability to prioritize multiple requests and meet deadlines.
Comfortable learning new software and online systems.
Ability to handle sensitive information professionally.
Strong follow-through and accountability.
Ability to work independently in a remote environment.
Professional and positive approach when interacting with customers and colleagues.