Customer Support/ops Coordinator I

Customer Support Advocate

This position has primary responsibilities for providing hands-on troubleshooting, feature explanation, and best practice guidance for our product. The work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Customer Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

What Will You Do

• Provide support to customers via phone, email and chat
• Respond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAs
• Diagnose, address and resolve technical issues efficiently and accurately
• Escalate complex issues to higher-level support
• Keep up to date with ever-changing technologies including adapting quickly to process changes
• Participate in training sessions to enhance technical skills and knowledge
• Knowledge-sharing sessions with the team and assist in training new team members
• Gain a deep understanding of the client's products and services
• Respond promptly to customer service inquiries or questions to ensure satisfaction.
• Collaborate with and support team members when assistance is needed.
• Take on additional tasks or responsibilities when required to meet team objectives.

What We'll Like About You

You Are…

• Curious and authentic, just like us!
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

You Have…

• 3+ years of technical support experience: Primarily supporting customers via email and chat.
• Has general knowledge of how web-based and mobile apps work.
• Has general knowledge and experience of SaaS Products - Software as a Service
• Passionate in creating exceptional customer experiences and can use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations Loads of empathy - you genuinely care!
• Proactive attitude and ability to work with limited supervision.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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