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Job Title:Customer Support Specialist – Work at Home
Job DescriptionIn this role you will be providing high-touch concierge level help desk support for select advertisers and sellers on social media platforms. The Customer Support Specialist position interfaces with social media users and account managers to resolve tickets via chats/emails, or through the Internet depending upon client requirements.
What’s in it for you! Perks and Pay:
- $20 hourly wage with overnight shift differential and bonus opportunities
- Equipment provided
- Comprehensive Benefits including medical, dental, vision and 401k Savings Plan
- Endless Career Growth Opportunities
- Employee Rewards and Recognition Programs
- An exciting company atmosphere with a welcoming culture driven by Diversity, Inclusivity and Teamwork
- Wellness programs to help you maintain a better quality of life
- Employee discount programs
A Day in the Life
- Ensure all service delivered meets contractual Key Performance Indicator (‘KPIs’)
- Clarify customer/user requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
- Maintain broad knowledge of client products and/or service
- Act as a help desk for any escalated high-level users including advertisers, sellers and public figures with urgent issues
- Troubleshooting time sensitive issues which can include campaigns, ads and marketing
- Research and correct issues with payments and payment sources
- Ensure advertising campaigns are following all legal requirements which may include the advertiser and organization spend
- Ensuring proactive and ongoing communication with users as the issue evolves throughout its case life
- Navigating internal stakeholder needs both for the standard help desk and escalation help desk
- Collaborating as a team whether assigned to the Standard or Escalations desk to ensure the most efficient resolution for users
- Resolving tickets generated from both the internal and external stakeholders while maintaining a white glove level of service
The Skills That You’ll Need to Be Successful with Us
- Ability to maintain tracking of all communications through phone, email and chat as well as those communications with other internal support team members
- Ability to self diagnose and flag both common and abnormal issues and escalate when appropriate
- Strong written and verbal communication skills, ability to clearly document complex bugs and the steps to reproduce
- Resolution mindset, proven experience helping users navigate the client online platform tools to a solution
- Meticulous attention to detail with strong organizational skills with the ability to prioritize levels of urgency within an assigned case load
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently and collaboratively
- Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone both written and verbal
Minimum Requirements/Additional Info:
- High school diploma or GED required
- Call Center or Customer Service experience required– additional experience preferred in Social Media
- Able to rotate shifts, as needed – Flexibility for morning, evening and possible overnight shifts
- Strong computer navigation skills and PC Knowledge
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- A quiet, distraction-free, location in your home to work.
- Completion of internet speed test to ensure in home internet speed meets our requirements, will need to be submitted to determine eligibility
- Equipment provided while working at home and is required to be returned if employment is ended
- Employee may be asked to use their personal computer/tablet for the first week of employment at home during orientation while equipment is being shipped