How to Be Member Support Specialist - Job Description, Skills, and Interview Questions

May 19, 2020 / 6 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

The rise of digital technologies has had a significant effect on the way people interact with each other. As a result, the demand for Member Support Specialists has increased as organizations seek to provide a better customer experience. These specialists have an in-depth knowledge of the latest digital technologies and can effectively use them to assist customers with their needs.

They also help customers navigate complex systems, troubleshoot technical issues, and provide personalized service. With their help, organizations can increase customer satisfaction, build loyalty, and gain a competitive advantage.

Steps How to Become

Obtain a Bachelor's Degree. To become a Member Support Specialist, you will need to obtain a bachelor's degree in a field relevant to the job. This could include business, communications, customer service, or technology.
Get Relevant Work Experience. After obtaining your bachelor's degree, you should look for work experience related to member support. You can do this through internships or entry-level positions in customer service or technical support.
Develop Your Skills. As a Member Support Specialist, you should have excellent communication and problem-solving skills. You should also be knowledgeable about the product or service you are supporting.
Consider Certification. You might consider getting certified as a Member Support Specialist. This certification demonstrates your knowledge and expertise in the field.
Network. Networking is an important part of becoming a Member Support Specialist. You should connect with other professionals in the field and build relationships with them. This will help you find job opportunities and stay up-to-date on industry news.
Apply for Jobs. Once you have obtained the necessary qualifications and experience, you can start applying for Member Support Specialist positions. Look for job postings online or contact companies directly to inquire about open positions.

There are many qualities that make a Member Support Specialist ideal and capable. A successful Member Support Specialist must possess excellent communication skills, be knowledgeable and patient, and have an attention to detail. Communication is key to ensure that customers understand the product or service being provided.

Knowledge of the organization and its services is essential to being able to troubleshoot and resolve customer inquiries quickly and accurately. Patience is also essential because customers may become frustrated or confused when trying to resolve their issues. Finally, a Member Support Specialist needs to have a keen eye for detail to identify the underlying issue and provide an effective resolution.

When these qualities come together, a Member Support Specialist can become successful in providing excellent customer support.

You may want to check Member Database Administrator, Member Services Representative, and Member Business Development Manager for alternative.

Job Description

Serve as the first point of contact for members and potential members seeking assistance with products, services, and inquiries.
Respond to member requests and inquiries in a timely fashion by phone, email, or in-person.
Provide members with accurate and up-to-date information on company products and services.
Assist members with setting up accounts and troubleshooting technical issues.
Resolve member complaints and issues in a professional and timely manner.
Identify opportunities to improve customer service and suggest changes to management.
Maintain accurate records of member interactions and decisions made.
Assist in developing and executing marketing strategies to promote products and services to members.
Monitor industry trends and evaluate competitive offerings.
Generate reports and analyze data to track customer satisfaction and identify areas for improvement.

Skills and Competencies to Have

Excellent customer service skills
Strong problem-solving abilities
Proficiency in computer systems and software
Ability to work independently as well as with a team
Excellent communication and interpersonal skills
Ability to handle sensitive information with discretion
Knowledge of company products and services
Ability to multi-task in a fast-paced environment
Ability to learn quickly and stay up-to-date on new technology and programs
Ability to provide technical assistance to members

Having strong customer service skills is an essential part of being an effective Member Support Specialist. When providing support to members, it is important to be able to listen carefully, understand their needs, and respond in a timely manner. Proper communication skills, such as being able to explain technical concepts in a simple way and ask the right questions, are also important.

having strong problem-solving abilities helps the specialist to take a proactive approach and quickly identify a solution that meets the member's needs. Finally, good organizational skills and the ability to multitask ensure that all tasks are completed efficiently. With these skills, a Member Support Specialist can provide excellent customer service and ensure that members have a positive experience.

Member Liaison, Member Engagement Manager, and Member Benefits Advisor are related jobs you may like.

Frequent Interview Questions

What experience do you have working with customer service inquiries?
How would you handle a difficult customer situation?
How do you stay organized and prioritize tasks?
What computer programs have you used to assist with customer support?
What strategies do you use to resolve customer complaints?
Describe a time when you successfully defused a difficult customer issue.
What do you believe are the most important components of providing excellent customer service?
How do you handle competing demands for your time and attention?
What do you think are the biggest challenges facing a member support specialist?
What do you think sets you apart from other candidates when it comes to providing customer support?

Common Tools in Industry

Help Desk Software. A software program that streamlines the customer support process, allowing for easier and more efficient communication between customer service agents and customers. (eg: Zendesk)
Knowledge Base Software. A software program that allows customers and customer service agents to access a library of helpful information, such as frequently asked questions, tutorials, and tips. (eg: Groove)
Live Chat Software. A software program that allows customer service agents to quickly respond to customers in real-time through a text-based chat window. (eg: Olark)
Ticketing System. A software program that allows customers to submit queries or requests and track the progress of their request until it is resolved by customer service agents. (eg: Jira Service Desk)
Customer Relationship Management (CRM) Software. A software program that helps customer service agents keep track of customer data, such as contact information, purchase history, and more. (eg: Salesforce)
Analytics Software. A software program that provides insight into customer service processes, such as which customer service agents are performing best, what types of inquiries customers are submitting, and how long it takes for customer service agents to respond to inquiries. (eg: Woopra)

Professional Organizations to Know

American Society of Mechanical Engineers (ASME)
Institute of Electrical and Electronics Engineers (IEEE)
American Institute of Chemical Engineers (AIChE)
Academy of Management (AOM)
American Society for Quality (ASQ)
Society of Petroleum Engineers (SPE)
Association for Computing Machinery (ACM)
Association for Healthcare Documentation Integrity (AHDI)
American Bar Association (ABA)
National Society of Professional Engineers (NSPE)

We also have Member Onboarding Manager, Member Retention Manager, and Member Experience Manager jobs reports.

Common Important Terms

Customer Service Representative (CSR). A Customer Service Representative is an individual who provides customer service and support to customers through various methods such as telephone, email, or online chat. They are responsible for helping customers with inquiries, resolving customer complaints, and providing general customer assistance.
Technical Support Specialist. A Technical Support Specialist is an individual who provides technical assistance to customers in order to diagnose and troubleshoot technical issues. They are responsible for diagnosing computer hardware, software, and network problems, and offering solutions to customers.
Help Desk Technician. A Help Desk Technician is an individual who provides technical assistance to customers in order to diagnose and resolve technical issues. They are responsible for providing answers to customer inquiries, troubleshooting customer issues, and providing general customer assistance.
User Experience (UX) Designer. A User Experience Designer is an individual who designs user interfaces in order to make them easier to use and more efficient. They are responsible for creating user-friendly layouts and designs that can be used across multiple platforms.
Quality Assurance (QA) Tester. A Quality Assurance Tester is an individual who tests software applications in order to ensure that they meet the requirements specified by the product owner. They are responsible for running tests on software applications and reporting any issues that they find.

Frequently Asked Questions

What is a Member Support Specialist?

A Member Support Specialist is a customer service and technical support representative who provides assistance to members of an organization, such as a business or non-profit, through phone, email, and other communication channels.

What duties and responsibilities does a Member Support Specialist have?

Some of the duties and responsibilities of a Member Support Specialist include answering customer questions, resolving customer issues, troubleshooting technical problems, providing product information, and maintaining customer records.

What qualifications are necessary to become a Member Support Specialist?

To become a Member Support Specialist, individuals typically need to possess strong customer service and technical skills, as well as a good grasp of the organization's products and services. Additionally, some employers may require a degree in a related field or equivalent experience.

What are the average earnings for a Member Support Specialist?

According to PayScale, the average salary for a Member Support Specialist is $39,514 per year.

What type of environment does a Member Support Specialist typically work in?

Member Support Specialists typically work in customer service or technical support departments within an organization. They often work in office environments with access to computers and other technology.