What are the responsibilities and job description for the Customer Service Support position at zb.io?
Customer Service Support Level 3
Hours Per Week: 40.00
Hours Per Day: 8.00
Days Per Week: 5.00
12 months contract role
This is a replacement for a contractor that is not working out on the afterhours team. Needed asap to cover gaps in emergency support.
This is a remote position located within the United States near one of our facilities, preferably Milwaukee, WI or Cleveland, OH working non-traditional hours - nights, weekends and holidays
What you do:
Work with partners to provide accelerated and valued outcomes.
Have a clear understanding of measurements which measure the customer experience.
Recognize customer needs and address them with urgency.
Determine alternative solutions to solve the problem.
Be a subject matter expert on business processes.
Identify trend and opportunities for root cause resolution, escalating through the proper channel.
Collaborate to develop best practices.
The Essentials - You Will Have:
High school diploma or GED
Legal authorization to work in the United States. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred - You Might Also Have:
Associate's degree
2 years related experience
Experience interpreting and responding to customer questions and requests.
Identifying the urgency of tasks and prioritize accordingly.
Working well in a team environment of collaboration.
Experience evaluating systems for positive end-to-end customer experience.
Computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreement.
Experience documenting customer issues in detail in technology and processes.
Job Type: Contract
Pay: $23.00 - $28.00 per hour
Expected hours: 40 per week
Benefits:
- Health insurance
Work Location: Hybrid remote in Milwaukee, WI 53204
Salary : $23 - $28