Provides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChat
Provides general support and resolutions for customer-related concerns
Assist customers with the registration process
Accurately document all customer actions taken during the issue resolution process
Ensure all customers are keenly aware of all products and unique features
Respond to all customer complaints and concerns with urgency, professionalism and attention to detail
Provide proactive support to customers by anticipating their support needs before they occur
Assist with marketing related activities as needed
Assist sales with call and email campaigns around new personal user sign-ups as time permits
Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction

High school diploma or equivalent required.
Associates or Bachelor’s degree from an accredited college or university highly preferred
Intermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required
1-3 years experience in a customer service role is preferred
Ability to think critically and act decisively in high-pressure or dynamic environments
Skilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets)
Sound judgment and excellent problem-solving skills
A positive attitude and the ability to build relationships with clients
The flexibility to work irregular hours, when required
Superb written and verbal communication skills
Fluency in American Sign Language required

Customer Support Specialist

Key skills