Customer Support Specialist (San Francisco - PART-TIME) PeopleMatter
The Customer Support Specialist provides front-line, first-response support via telephone and live chat to all customers using PeopleMatter services. This role works closely with the Client Experience Team to ensure all requests for assistance are handled effectively, timely, and in a way that creates wonderful and memorable service experiences.
Duties and Responsibilities
Provide basic troubleshooting and usage assistance to PeopleMatter customers via telephone and live chat.
Open and assign trouble tickets to Client Experience Managers for issues that can?t be solved in a single phone call or chat session.
Transfer calls, as appropriate.
Respond to voice and email messages left by customers, as needed.
Accurately record information about each handled service request, using provided Customer Relationship Management software.
Recognize and alert supervisors to trends impacting customer service.
Recommend process improvements, and collaborate with other PeopleMatter team members to identify and resolve issues.
Adhere to all company policies, procedures and business ethics codes.
Other duties as assigned.
Outstanding verbal communication skills
Strong reading, writing and math skills, usually acquired through college-level education. College degree preferred, but not required
Strong problem solving and analytical skills
Must be able to work from a home office equipped with high-speed Internet access
Strong experience with computer applications including the Microsoft Office suite and Web Browsers
Some experience using or troubleshooting smart phone applications (iPhone and Andriod preferred)
Bilingual Spanish preferred
Ability to remain poised and calm when faced with difficult situations
Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
Ability to work effectively both as part of a team and independently
Aptitude to learn new software applications quickly
Ability and willingness to work varying shifts, including weekends
||Charleston, SC |