Customer Support Specialist
You will connect with our customers to address questions and resolve issues through multiple channels such as Chat, Email, Twitter, Facebook, Phone etc. You will organize and triage customer queries and support issues between these channels as well as manage outages and communicate to the appropriate stakeholders & customers. Additionally, you will work with various teams to resolve customer support concerns, escalate bug issues, and serve as an ambassador for our brand.
- Handle inbound requests by chat and email with an eye to making the customer experience as effortless as possible;
- Through your mastery of the Social9 product, confidently answer the question asked and proactively answer the next one they haven’t even thought of!
- Capture feedback on the product for use by our Product team;
- Methodically troubleshoot issues and coordinate resolution with the rest of the Social9 Team;
- Add to our knowledge base, consistently check for quality and coach our users in the usage of this knowledge base:
- Contribute to personal and group projects to improve service delivery and processes across the department.
- A natural curiosity and thirst to improve and learn everyday;
- A passion for improving self-help options, both customer-facing and internal;
- Patience and understanding;
- The ability to express yourself in a clear, concise, and empathetic manner.
- A fun, outgoing, engaging personality and desire to work as a cohesive team.
- Proficiency working in Windows and/or Mac operating environments