Position Overview
As the first point of contact for customer inquiries by web, email, ticketing system and phone, you'll resolve questions, gather and process data, research and solve problems, maintain data integrity, and provide document support and imaging. This role is a great fit for a quick learner who picks up new products and systems fast, takes pride in getting the details right, and thrives as part of a close-knit, collaborative team.
Duties
- Serve as the first point of contact and a brand ambassador for new and existing customers, providing courteous, professional service by phone, email, web, ticketing system, Zoom and in person.
- Provide cloud and technical support to students, identifying the reason for each contact and resolving all concerns with our products and services.
- Manage, distribute and respond to all inbound cases, calls, emails and after-hours voicemails daily, including weekend coverage during select peak periods.
- Document every interaction accurately in our CRM and ticketing system, keeping customer records complete and maintaining data integrity.
- Quickly learn and stay current on our products, platforms and integrations, applying new knowledge to resolve issues efficiently.
- Collect and enter orders with our sales representatives, and coordinate with the shipping department on order timing, exceptions and replacement orders.
- Collaborate closely with teammates and other departments: share knowledge, hand off cases smoothly and pitch in wherever help is needed during downtime.
- Follow all Customer Service policies and procedures, help train temporary employees as needed, and complete other duties as assigned.
Training
The first two weeks of employment require full-time, in-office training.
Minimum Qualifications
- High school diploma or equivalent required.
- 2 years of computer-based customer service experience, OR 1 year of computer-based customer service AND 1 year of cloud support, required.
Skills and Attributes
- Quick learner: Picks up new software, processes and product knowledge fast, and is eager to keep learning as our systems evolve.
- Strong attention to detail: Produces accurate, thorough work in customer records, tickets, orders and communications; catches errors before they reach the customer.
- Strong team collaboration: A true team player who shares knowledge, supports teammates, communicates openly and works well across departments.
- Excellent verbal and written communication skills, with the ability to work with many different departments.
- Strong organizational skills and the ability to manage competing priorities.
- Basic knowledge of computer software and office systems, including Microsoft Office (Excel, PowerPoint, Word), plus a willingness to learn new information systems and software.
- Ability to thrive in a fast-paced environment and multitask while keeping focus on the customer.
- Flexibility to occasionally work different shifts, including evenings, weekends or holidays.
- Successful completion of a pre-employment background check is required.