Our mission is simple: to help people and organizations thrive. It’s focused. It drives us. We work closely with clients, listen to their vision, formulate a comprehensive plan and implement an innovative solution that will empower organizations to thrive! We are unique and we put our customers first. We employ a solid, diverse staff of professionals with the experience, knowledge, and drive to move every project swiftly from vision to reality.

Job Purpose: Deliver efficient and effective customer care through timely responses to inquiries, managing relevant projects, maintaining coherent databases of inquiries, internal communications, documentation, and notes, and facilitating the collaborative creation of various end-user solutions.

Essential Duties:

  • Field emails, chat, text, and phone inquiries, while developing an efficient understanding of our platform to solve a wide variety of issues
  • Manage multiple projects simultaneously, from a variety of products for both domestic and global organizations
  • Routinely check notes and internal systems to assist in answering tickets and ensure constant thorough internal communication
  • Collaborate with the teammates to find creative solutions for end-users
  • Utilize and learn Perceptyx Software to politely and professionally respond accordingly to customer requests
  • Answer all tickets within an hour window, 4 hours max during busy periods
  • Create and update documentation to help internal operations as well as a resource for current and future end-users

Requirements

Education/Qualifications:

  • Minimum 2 years in a customer or internal support role from a Tech industry
  • Strong technical background, specifically in web-based systems/databases/SaaS
  • Excellent interpersonal skills and the ability to interact with and distinguish between individuals at all levels of an organization
  • Ability to work in a very fast-paced environment
  • Excellent professional written and verbal communication skills (via email, text, chat, and phone)
  • Hard worker, quick reaction time, fast learner, self-starter
  • Proficient in multiple languages (conversation and written skills), preferred
  • High school diploma or GED, College preferred
  • Proficient in G Suite (Google, Chrome, Gmail, Calendar, Drive, Sheets, Docs, etc…)
  • Proficient in Microsoft Office Suite (Word, Excel, & PowerPoint)
  • Knowledge and understanding of General Data Protection Regulation (GDPR)
  • Knowledge of relational databases (preferably MySQL, SmartSheets, Confluence, Freshdesk)
  • Considerate of Data Privacy and sensitive personal information
  • Ability to recognize other languages and use provided translation tools to help customers in various languages while considering language barriers and use of deductive reasoning
  • Technical troubleshooting skills and ability to identify and solve complex problems, or escalate to the correct internal team when necessary
  • Willingness to work with people from diverse backgrounds and experiences

Benefits

We Offer:

  • Competitive salaries
  • Flexible work schedules
  • A team-centric, engaging work environment
  • Great options to help you plan for your future
  • We encourage you to stay awhile, and grow with us!

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