About this role
Role Overview
- Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions
- Research, troubleshoot, and resolve support issues within response and resolution goals. As needed, identify workarounds and communicate to customers
- Provide solutions where issues are identified via self-service portal
- Maintain detailed call and email records for all customer interactions
- Prioritize and resolve issues based on service level agreements and severities
- Responsible for meeting customer satisfaction goals monthly
- After-hour on-call support coverage rotation may be required
- Any other tasks and duties that might reasonably be required of you
Requirements
- 6 months
- 1 year experience working in a customer service environment
- You can be committed to help our customers achieve their goals
- You are strongly self-motivated, have a great curiosity to learn about new things and dive deep to understand what makes things tick
- You exercise your best judgement and take the action without needing to be told so
- You are able to manage your own time commitments and work with a remote team to achieve shared goals
- You are able to mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying
- You can disagree, share your point of view, yet work together with your team if they want to try something different
- Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
- Attention to detail with the ability to multi-task and strong organizational skills
- Experience with Windows Operating Systems and Microsoft Office applications.