Note: The job is a remote job and is open to candidates in USA. Digital Media Solutions (DMS) is a performance-driven digital marketing company that connects consumers and brands through data, technology, and proprietary media platforms. They are seeking a motivated Customer Support Specialist to provide frontline support for customers, resolve issues, and enhance customer relationships while identifying upsell opportunities.
Responsibilities
- Investigate and resolve inbound customer inquiries related to DMS products and services
- Guide customers through website navigation and troubleshoot technical issues
- Provide timely, professional, and solution-oriented support across customer interactions
- Build strong customer relationships through proactive communication and consultative support
- Handle retention conversations with confidence, working to reduce churn and improve customer satisfaction
- Identify customer concerns, usage gaps, or risk factors and provide solutions that drive long-term customer success
- Identify opportunities to upsell products, services, or account enhancements based on customer needs
- Support revenue growth initiatives through proactive outreach, relationship management, and value-driven conversations
- Educate customers on additional products, features, and solutions that align with their business goals
- Partner with Customer Success Managers and sales teams to support account expansion and customer retention efforts
- Collaborate with internal teams to resolve customer issues and improve service delivery
- Log calls, cases, and support requests accurately and consistently
- Maintain organized customer records and follow established support processes
Skills
- 2+ years of inbound customer support experience
- Bachelors degree or higher
- Strong written, verbal, and interpersonal communication skills
- Proficiency with Microsoft Office Suite
- Ability to manage time effectively and work independently in a remote environment
- Experience working in a SaaS environment
- Experience with upselling and retention
- Familiarity with Salesforce or similar CRM platforms
Company Overview