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For example, clients contacting customer support specialists via instant messaging or telephone might be directed by customer support to video clips that explain how a product works.
Firefly, which took funding from First Round Capital's Dorm Room Fund, is partnering with YC-backed Olark to give customer support specialists the ability to co-browse the web with clients that might be having trouble.
Through the program, buyers will have access to customer support specialists seven days a week, as well as a money-back offer for most purchases should a problem arise and the seller is unable to resolve the issue.
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The position title was now customer support specialist scientific applications.
Having a broad knowledge of the overall technology landscape can also help one be a better customer support specialist.
The role of a customer support specialist can vary from company to company depending on what their product/service may be.
Willhoite worked as an IT customer service support specialist for Pierce Transit, a Pierce County transit agency.
The five occupations with the largest projected job growth between 2000 and 2010, according to the Bureau of Labor Statistics, are computer software engineers, computer support specialists, security guards, customer service representatives and food preparers and servers.
So if you are a customer service agent that specializes in the support of one particular product, are you a "customer support agent" or are you a "product specialist?" If your company is smart, they will redefine your job as "product specialist" and put you into a role which lets you share your expertise with other service agents, moving you into a higher value role.
For Alex Bard of Desk.com, the customer support tool launched recently by customer relationship management specialists Salesforce.com, the answer is an unequivocal yes.
They founded LogMeIn in 2003, garnering considerable attention from technology support specialists who found they could help customers by dialing into their computers rather than making office visits.
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