Customer Support Escalation Specialist, Expert Service TeamCOMPANY SUMMARY:Blurb® is a software-driven self-publishing platform that unleashes the creative genius inside everyone. Blurb's platform makes it easy to create, design, publish, promote, and sell professional-quality printed photo books, trade books, journals, and magazines, among others. To date, we have printed nearly 30 million books and have over 3.3M unique users. Blurb includes a team of design, technology, and media veterans who share a passion for helping people bring their stories to life. Blurb authors have created millions of books using our full suite of free book-making tools. The company is headquartered in San Francisco and can be found online at www.blurb.com.POSITION SUMMARY:As part of the Customer Support organization, you will be responsible for supporting our global customer base through multiple mediums of communication, including emails and ticket submissions. You will represent the Blurb brand to our customers, supporting them by answering questions, solving problems, and communicating requested features back to the company.As an Escalation Specialist on the Expert Service Team, your role supports both our customers AND our front-line customer service agents with more difficult issues. Books are personal creations and our customers have high expectations for when the final result arrives. You will learn our products and become an expert escalation point to solve product related issues that our front-line support team is unable to resolve. As you work solutions, you will use your expertise to suggest new help documentation and suggest improvements to the tools our teams use day to day.ESSENTIAL FUNCTIONS:

• Resolve inbound customer email inquiries efficiently and successfully
• Stay on top of our latest creation tools, website, and functions to provide solutions to difficult issues
• Determine what solutions should be escalated to our training team to improve our effectiveness in front line customer support
• Monitor social media channels and respond to customer support related issues
• Monitor and maintain business SLA's for response times
• Interface with technical support, product, and operations to escalate and resolve issues
• Work closely with other Customer Support teams to iterate our tools, processes, and policies as appropriate
• Be cross trained to assist other Escalation teams as traffic trends require.
• Other projects as assigned

QUALIFICATIONS:

• Associate degree or higher preferred
• Outstanding written and verbal communication skills
• Proven ability to learn quickly
• Prior experience with customer support and ticket escalation
• Understanding printing and related color process is helpful
• Proven organizational and problem-solving skills; attention to detail
• Moderate technical abilities - comfortable working with and troubleshooting multiple desktop applications, file formats, and operating systems; ability to quickly learn customer support tracking/management system
• Moderate analytical skills - comfort with tools and processes involved in data-driven decision-making
• Comfort working in a fast-paced and fluid environment - self-starting, ambitious and flexible
• Personable, outgoing team player

In addition, you possess the following qualities:

• You are able to see the big picture and can be strategic in your decision making
• You have a bias towards taking initiative and are results-oriented
• You are a strong communicator, within your team and across functions
• You radiate a positive attitude, and your colleagues agree that you are collaborative and a solid team player

Performance Measures (This is how your success will be measured):

• Achieve strong customer ratings via customer feedback
• Support customers to ensure a positive experience with Blurb
• Achieve Business SLA's for response times
• Demonstrate clear communication of customer feedback with supported data