Job Description
In this role, you will adopt a consultative service approach, concentrating on cultivating relationships and uncovering opportunities to ensure that every interaction is fruitful. You will excel in a dynamic and fast-paced environment, managing multiple priorities and demonstrating strong decision-making capabilities.
Key Responsibilities
- Provide exceptional customer support through ticket creation, troubleshooting, and resolution while adhering to established service levels.
- Foster robust relationships by employing a consultative servicing approach that emphasizes customer success.
- Achieve or surpass daily individual case quotas by professionally and empathetically resolving technical issues.
- Remain current with product knowledge and technical skills to elevate your expertise.
- Utilize available tools and resources to effectively manage complex customer inquiries via email, web, and phone.
- Skillfully de-escalate concerns, simplify complex issues for better understanding, and offer optimal solutions.
- Document all interactions, issues, and resolutions in the case management system accurately.
- Contribute to the Knowledgebase by developing technical articles and resources.
- Monitor and report on production metrics to foster continuous improvement.
Required Skills
- Strong technical support experience in a contact center or a comparable environment.
- Proficiency in identifying root causes and resolving technical issues promptly.
- Excellent customer service skills, demonstrating empathy and effective communication.
- Familiarity with tools such as MS Office Suite, Salesforce Service Cloud, and ticket management systems (e.g., JIRA).
- Knowledge of HTML, CSS, and JavaScript, with experience in using content management systems like WordPress or Drupal.
- Working understanding of Google Analytics and Agile methodology.
- Strong organizational and time-management skills.
- Initiative and problem-solving abilities to enhance processes.
Qualifications
- Bachelor’s degree in computer science, web design, or a related field (or equivalent certification).
- A minimum of 3 years of technical support experience is preferred.
Career Growth Opportunities
We are committed to fostering your professional development through continuous learning and knowledge-sharing initiatives. This role provides the opportunity to contribute to our Knowledgebase, enhancing both your expertise and that of your colleagues.
Company Culture and Values
We pride ourselves on creating a diverse and inclusive work environment where every team member is empowered to succeed. Our commitment to teamwork and positivity is reflected in our collaborative approach.
Compensation And Benefits
- Salary range: \(37,500 – \)66,300 (varies based on experience, training, and other factors).
- Open to U.S. residents only.
- Benefits include: Medical, dental, and vision insurance; company-matched 401(k) plan; flexible PTO and sick leave; paid parental leave (6 weeks); paid holidays; and additional voluntary benefits (life, disability, pet insurance).
We welcome talented individuals who are organized, tech-savvy, and dedicated to delivering exceptional customer support to apply for this exciting opportunity!
Employment Type: Full-Time