Customer Service Hero
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We are looking for a Customer Service Hero who is passionate about providing positive, fantastic customer service.
What You Will Do
You will provide immediate and amazing service to 20,000 + customers worldwide.
You will champion customer happiness, satisfaction, and success through patience, understanding, and technical superpowers.
In addition, you will:
- Enthusiastically support customers by phone, email, chat, social media and other web-based tools
- Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner
- Work in a team environment to achieve shared goals
- Promptly escalate more complex problems to appropriate internal resources
- Participate in enhancing the product from initial design through testing and delivery
- Demonstrate a familiarity with standard concepts, practices, and procedures of survey software and data collection
- Enthusiastically provide internal support for the application
- Continuously endeavor to improve the quality of our support and service, both internally and externally
- Provide on-call customer support on holidays and weekends on a shared rotation
Open Shifts
We have 5 shifts and only some will be available at any given time:
- Overnights including Sundays. This means covering the 10pm-6am MT as the priority and we can structure shifts in 4 10-hour shifts (9pm-7:30am) or 5 8-hour shifts (10pm-6:30am). All shifts include a 30-minute break.
- Overnights including Saturdays. Same as the above except no Sundays.
- Evenings including Saturdays. This means covering the hours up until 12am MT. We can structure shifts in 4 10-hour shifts (1:30pm-12am) or 5 8-hour shifts (3:30pm-12am). All shifts include a 30-minute break.
- Evenings including Sundays. Same as the above except including Sundays.
- Days. This will be in either 5 8-hour shifts or 4 10-hour shifts. Days TBD, but may include a weekend day.
Who You Are
You have a passion for customer service, and a great love for helping people.
You are well-versed and comfortable with email, phone, and chat etiquette.
And you have experience in customer service and maybe even technical support.
In addition, you have the:
- Ability to exercise creativity in problem solving
- Ability to empathize with customers and convey confidence
- Independence to find your own answers and keep learning
- Ability to prioritize and get things done with many distractions
- Familiarity with, or the aptitude to learn HTML, CSS, Javascript, JQuery, or PHP
- Ability to be proficient with computers
- Most excellent written and verbal communication skills
- Aptitude to be a self-starter and you’re flexible with frequent change
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