Position Summary

As MyAdvice’s Customer Support Specialist, you will deliver the highest quality support to our digital marketing clients by solving client concerns with excellent efficiency via various communication channels. Our Customer Support Specialists serve as empathetic communicators to assist our clients with technical issues when using our products and services. You’ll be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. 

Our ideal candidate is a strong multitasker who thrives working cross departmentally to seek swift resolution. They’re a tech-savvy product expert with impeccable attention to detail and excels within a fast paced environment. It’s critical our Customer Support Specialists are exceptionally strong writers and communicators with the ability to explain complicated concepts in an easy-to-understand manner. They go beyond clients’ initial requests to understand their underlying needs to ultimately deliver upon MyAdvice’s mission statement to make our clients’ lives better.

Essential Duties 

• Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice digital marketing product/feature suite
• Close a minimum of 200 tickets per week generated via phone, email and ticket submission form
• Answer inbound calls at the rate of 3-5 calls per hour
• Deliver upon excellent customer service in a constantly changing environment
• Maintain a high level of professionalism with clients and establish positive rapport
• Explain technical issues in user-friendly language to non-technical end users
• Multi-task to track dozens of open tickets at various stages of completion
• Assist our internal teams with technical and training support as needed
• Work closely with Customer Success Managers

Required Skills

• 1 years in a high-volume Customer Service or Technical Support position 
• Excellent interpersonal relations and communication skills (both written & verbal) 
• Must have help/support desk experience, triage and technical troubleshooting skills
• Tech-savvy with basic computer functions and the ability to teach others
• Working knowledge of GSuite, Microsoft Excel and Word along with web-based systems 
• Familiar with utilizing support ticketing software (Zendesk preferred)
• Technical ability to support WordPress websites 
• Experience communicating with off-shore deliverable groups
• Possess excellent organization skills and attention to detail
• Comfortable working independently and balancing multiple priorities
• Willingness to go above and beyond to solve issues
• Use critical thinking to identify root cause of problems

Preferred Skills

• Domain transfer and DNS setup experience
• Understanding of web hosting and basic server administration
• CMS website (ie: Wordpress, Drupal, Joomla) updates and maintenance
• Basic understanding of front-end technologies, including HTML5, CSS3, JavaScript
• Familiar with debugging tools such as Chrome inspector, etc.

Qualifications

• High school education or equivalent 
• Must complete writing assessment to be considered for role 
• High speed internet connection to facilitate a remote working environment
• Legally authorized to work in the United States

Compensation Position Details

• $40k-$50k Salary, Non-exempt
• Work Environment: Remote, Hybrid or In-Office (Lehi, UT or Melville, NY) per candidate's preference 
• Schedule: Monday-Friday, Typical Office Hours (such as 8am-5pm or 9am-6pm with an hour lunch)
• Physical Requirements: Prolonged periods sitting at a desk and working on a computer
• Travel not required 

Benefits

• Employer Paid Plans: Medical (80%), Vision, Life, Long-term Disability and AD D 
• Voluntary Plans: Dental, Short Term Disability, Critical Illness, Accident and Pet 
• Unlimited Paid Time Off 13 Paid Holidays and Early Out Fridays!
• 401(k) Plan with Company Match (50% of the first 6% invested)
• Tuition Reimbursement Program and Executive Mentorship Opportunities
• Employee Assistance Program (mental health services, financial/legal consultations and more!)
• Casual Dress and Fun Work Environment (foosball, beer fridge, coffee, snacks, etc.)
• Day of Creativity, Core Value "Pay It Forward" Initiative, Quarterly Employee and Volunteer Activities
• 12 Week Maternity Leave Policy

MyAdvice

MyAdvice empowers business owners and professionals to increase their revenue by attracting and retaining more clients through digital marketing. The SaaS-based platform enables hands-on control and visibility into performance of online marketing activities, backed by 20 years of best practices and expertise on how to maximize those efforts. MyAdvice’s six-stage Pyramid of Success™ provides a proven step-by-step plan for how and when to implement growth-oriented marketing tactics for greatest impact, including website design and maintenance, local directories, client reviews, social media, search engine optimization (SEO) and paid advertising. Learn more at myadvice.com.

We are committed to diversity and inclusion as we understand and value its importance to our success. Our team thrives upon our employee's unique experiences to propel creative solutions, so we aspire to continue building upon our diverse team to include groups that are traditionally underrepresented. We strongly encourage people of all backgrounds to apply.

MyAdvice is a performance based and data driven company that has experienced tremendous growth within the last year, so we're excited for the opportunity to introduce new talent. MyAdvice’s progressive values include transparency, teamwork, relentless effort and intellectual honesty in order to bring about the success of our clients. We encourage continuous education, career development and work/life balance while thriving in a casual and collaborative work environment. With MyAdvice you will be a valued and integral member whom we will continually invest.