Customer Support Role Overview – LED Sign City
The Customer Support department at LED Sign City is the cornerstone of our post-sale customer experience. This role ensures that customers receive timely updates, effective solutions, and clear guidance throughout their journey—from initial quote follow-up to post-installation support.
Customer Support works closely with Sales, Production, and Project Management teams to ensure every customer receives the service and attention they deserve.
🧩 Key Responsibilities
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Support Ticket Management
Monitor and respond to customer service requests through a structured ticketing system, ensuring timely acknowledgment and resolution. -
Customer Communication
Maintain consistent, professional communication via email, phone, and support platforms to keep customers informed about order status, project updates, and technical concerns. -
Technical Troubleshooting
Use remote access tools to diagnose and resolve basic technical issues on customer devices, particularly for software setup, sign connectivity, or content scheduling. -
Quote & Order Follow-Up
Assist the Sales team by following up with customers on open quotes, answering questions, and helping clarify project timelines or deliverables. -
Support Documentation
Create and maintain helpful articles and step-by-step guides to address common issues and reduce the need for direct support interactions. -
Project Oversight Support
Track ongoing installation projects, confirm status updates with internal teams, and provide proactive updates to customers on key project milestones.
🛠️ Applications Used
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Zoho Assist
For remote access and real-time customer troubleshooting on PC-based signage software. -
Zoho Desk
For managing customer support tickets, tracking resolution time, and organizing service cases. -
Zoho CRM
To document customer interactions, update deal records, and track communication history. -
Zoho People
For logging hours worked, submitting timesheets, and managing payroll-related entries. -
Shopify
To update customer orders, track shipment status, and create self-service help articles for common questions. -
Zoho Projects
For reviewing the status of ongoing customer installations and assisting with task coordination across departments.
This role is essential for maintaining high levels of customer satisfaction, reinforcing brand trust, and ensuring smooth communication between customers and internal teams. It requires strong communication skills, attention to detail, and a proactive approach to issue resolution.