Customer Support Specialist

About PulseMediaNL

Pulse

MediaNL 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.

Pulse

MediaNL 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.

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.

• 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.

• 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.

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

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

• 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.

• 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.

• 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.

• Experience supporting digital marketing, SaaS, or media services.
• Familiarity with CRM platforms such as Hub Spot, Salesforce, Zendesk, or Freshdesk.
• Experience with live chat software.
• Knowledge of…