Junior Support Specialist

📋 Description

• Manage customer interactions and escalations through phone, chat, or email with a high level of professionalism and efficiency.

• Address customer reviews and inquiries on social media platforms to maintain a positive brand image and swiftly resolve customer issues.

• Recognize and escalate recurring problems or trends to enhance processes and automation.

• Employ reporting tools to analyze trends and propose areas for enhancement.

• Provide insights to boost efficiency through improved processes and technological solutions.

• Foster and sustain positive relationships with partners and team members.

• Assist in the creation and refinement of knowledge base content.

• Acquire knowledge of all facets of the department’s operations to effectively support the team, manage workload variations, and address challenges.

• Work with leadership to propose system and automation enhancements and take responsibility for resolving complex or escalated customer issues.

⛳️ Requirements

• Over 1 year of experience in a customer support position.

• Proficient with technology; experience with G Suite and Salesforce is highly desirable.

• Background in social media engagement or online reputation management is advantageous.

• Excellent verbal and written communication skills.

• Strong analytical and problem-solving skills.

• Exceptional attention to detail.

• Ability to remain calm, focused, and professional under pressure.

• Strong organizational skills and capability to handle multiple tasks efficiently.

• Collaborative attitude with the ability to work well within a team environment.

• A dedicated workspace, free from distractions and excessive noise.

• A reliable internet connection, a functioning computer with webcam capability, and headphones.

🏝️ Benefits

• Access to comprehensive health, vision, dental, and life insurance plans.

• Employer matching 401(k) plan.

• Profit-sharing program.

• Generous Paid Time Off (PTO).

• Paid maternity and paternity leave.

• Tuition reimbursement.

• Donation matching initiative.

• Fitness Reimbursement Program.

• Company-sponsored weekly lunches.

• Student loan assistance.

• Employee recognition initiatives.