Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Accountable for providing technical support to customers through calls and emails in an efficient, accurate, and professional manner, utilizing exceptional customer service skills.

• Tasked with reaching out to customers regarding service-related issues, primarily aiming to retain customers or investigate potential fraud.

• Engaging with customers via chats and emails as necessary.

• Expected to thoroughly learn about company products and apply this knowledge to resolve customers’ technical issues, ensuring issues are followed through to resolution.

• Responsible for maintaining the client work schedule and adhering to service level requirements.

• Identifies and logs all customer interactions, providing troubleshooting resources to assist colleagues in future problem-solving efforts.

• Offers detailed quality feedback and recommendations on training needs, potential improvements, and areas of quality concern to their team supervisor.

• Accurately reports on both inbound and outbound calls, documenting call information in company systems.

• Completes special project requests and provides support for porting or HP as needed.

• Must possess the ability to work flexible hours.

• Conducts follow-ups on customer escalations.

⛳️ Requirements

• A minimum of 2 years of experience in a customer technical support role within an inbound call center environment.

• At least 2 years of experience in resolving basic user-related technical issues through guidance provided over the phone or via email.

• Exceptional communication abilities.

• Strong problem-solving capabilities.

• Proficient in Salesforce.

• Ability to work independently as well as collaboratively within a team is essential.

• Cross-functional skills in providing support to customers via chat and email.

• Experience in supporting additional areas of functions, which may include special projects, porting, HP support, etc.

🏝️ Benefits

• Employee Stock Purchase Plan (ESPP)

• Accrued vacation time

• Sick leave

• Paid holidays