Serve as the primary point of escalation for Tier 1 agents, taking over cases where the customers have expressed frustration or the problem is beyond the capabilities of the first tier.
Take ownership of any customer support cases where the client has had to contact us more than two times.
Proactively reach out to clients who have left us negative customer feedback to identify the root cause of that negative feedback and try to turn the customer’s experience around.
Speak with customers via phone, email, and chat.
Provide reporting on call drivers, dissatisfaction reasons, and escalation reasons.
Become a product master with a firm grasp of Clipboard’s value proposition, app, and processes.
Stay up-to-date on changes to our product.
Collaborate with others in the support organization and outside of it in order to resolve customer issues as efficiently as possible.
Requirements
Minimum of three years of experience in customer service roles.
Impeccable English-language skills – Verbal and written.
High emotional intelligence and empathy
Experience with technical troubleshooting
Self-driven and able to work with minimal supervision
Team player who has worked in collaborative environments before
