Description
DDI is able to offer remote employment of this position in the following states: AL, AK, AZ, AR, DE, DC, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MA, MI, MN, MS, MO, MT, NH, NM, NC, ND, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WV, WI, WY.
As a Customer Support Associate, you will be responsible for providing exceptional customer service by answering questions, completing client-facing tasks and resolving issues faced by DDI’s valued customers. You will serve as DDI’s frontline support, ensuring satisfaction and building long-lasting relationships. This role requires excellent communication skills, efficient problem-solving abilities, and a customer-centric mindset to ensure a positive customer experience.
Responsibilities
Customer Interaction: Actively monitor and respond to support requests across all support channels, including telephone hotline, live agent chat, email and client/associate support portal.
Issue Resolution: First point of contact for diagnosing and resolving clients, DDI associates and facilitator groups’ issues relating to DDI products and services.
Technical Troubleshooting: Troubleshoot and resolve customer issues, including technical problems,
Customer Inquiries: Appropriately field, answer or source a solution for inquiries and requests related to billing, materials, product information, and service complaints. Ensuring timely and effective resolution and customer satisfaction.
Interaction Management of Escalations: Identify and escalate complex or unresolved customer or technical issues. Maintain communication to customer while Frontline Support Tier 2 facilitates the resolution the escalation.
Trend identification: Monitor interactions for technical, product, and customer-centric issue trends. Identify, communicate and escalate trends appropriately to Tier 2.
Product Knowledge: Develop a comprehensive understanding of DDI’s products and services to provide accurate information and assistance to customers, guiding them through product features, functionalities, and troubleshooting procedures.
Client-based Task Completion: Assist in completing support tasks assigned to the team within agreed upon timeframes.
Data Security: Maintain confidentiality and security of data as specified by corporate policy and legal requirements.
Documentation and Record-Keeping: Maintain accurate and detailed records of customer interactions, inquiries, complaints, and resolutions in the customer support system for future reference and analysis.
Customer Advocacy: Serve as a customer advocate within the company, liaising with Frontline Support’s Customer Support Specialists to address customer needs. Relay customer feedback and collaborate on initiatives to enhance the customer support process.
Knowledge Management: Provide input and/or create guiding materials for client administrators / users to leverage via self-service.
Requirements
Basic Requirements:
(These are the minimum qualifications you need to be considered for the job)
1-3 years helpdesk, call-center, or other customer support experience.
Proven experience in working independently or collaborating as part of a dynamic, fast-paced, high performing team.
Excellent communication skills (oral/written).
Excellent interpersonal skills (face-to-face & virtual) .
Empathy and patience in dealing with customers.
Strong internal and external customer service orientation.
Strong analytical skills & proven experience in making recommendations and taking action, often in ambiguous situations.
Effective problem solver and able to use own initiative.
High work standards and attention to detail.
Strong proficiency in Microsoft Office programs.
Proficiency in using customer support software and CRM systems.
Multi-lingual skills a plus.