Customer Support Specialist, Part-Time – Weekend Availability Required

📋 Description

• Deliver personalized, one-on-one customer service for Skylight Calendar and Frame clients throughout every stage of their customer experience, from purchase to activation, setup, and ongoing device usage.

• Interact with customers daily through a high volume of communications via phone, chat, email, and social media platforms.

• Address escalated customer concerns that involve complex hardware and software issues related to Skylight devices.

• Identify and report any trends observed in customer tickets or feedback, enabling the team to proactively address emerging challenges.

• Act as a supportive colleague and strategic partner with our Customer Service Team Leads, providing assistance as needed for both core and troubleshooting customer service teams.

• Engage in project-based initiatives as required to further team objectives and improve the customer experience.

• Availability for monthly in-person team-building days with the Customer Service Leadership team and other Skylight staff in our Pittsburgh co-working office.

⛳️ Requirements

• A minimum of 2 years of experience in a high-volume, front-line customer service role.

• Familiarity with Zendesk or a comparable Customer Relationship Management (CRM) system is essential.

• Demonstrates patience and attentiveness when receiving feedback and excels at mentoring and guiding others.

• Excellent communication abilities across email, phone, and chat platforms.

• Previous experience in a fast-paced startup environment is preferred.

• Proven ability to quickly learn new technologies and become a product expert.

• A stable and reliable Wi-Fi connection is mandatory for this position.

• Must be proficient in using a Mac and comfortable communicating via the Slack platform.

🏝️ Benefits

• 64 hours of accrued sick leave each year.

• A loaned laptop provided upon hire.

• A loaned Skylight Calendar provided upon hire.