Support Specialist

Role Summary:

The primary objective of the Customer Service Representative is to work with customers and end user fans to help troubleshoot issues.The ideal candidate will be passionate about Customer Service and motivated to work with a customer centric team in an innovative company. This position may require working weekends and holidays.

Duties:

• Provide a premium experience to customers through any issues they’re facing, either via phone, email, or chat.

• Resolve any questions, comments, and issues from customers – keeping customer satisfaction top of mind.

• Escalating customer questions when needed to appropriate parties.

• Collaborate cross functionally with multiple departments to effectively improve processes.

• Build a strong understanding of the company's product and educate the customer about the platform.

• Update the company database by inputting information from each call and keeping every customer field current.

• Collaborate cross functionally to develop efficient methods for handling issues with larger revenue customers.

• Work on special short-term projects to offer customized support for new products or products at end-of-life.

• Willingness to learn new technologies and have the ability to coach team members and customers in these new technologies.

• Communicate with customers in a courteous, friendly, and professional manner.

• Perform other duties and special projects as assigned.

Preferred Education and Experience 

• High school diploma/GED required.

• 2 years' experience in a customer service role.

• Excellent verbal and written communication skills.

• Time management skills, with the ability to manage and coordinate multiple projects simultaneously.

• Ability to function well in a high-paced and at times ever-evolving environment.

• Proficient with Microsoft Office, GSuite or related software.

Physical Requirements 

• Must be able to remain stationary for a long period of time, including working on a computer. 

This Job Description is meant to provide a summary of the typical responsibilities of the position, but may not be an exhaustive list of all responsibilities, duties and tasks.