Role

GigSmart is seeking a multifaceted professional who will be responsible for customer support for our rapidly growing user base. In this Customer Support Representative role, you will work directly with customers as well as work alongside a growing outsourced support team in the Philippines. You will also work cross-functionally to help build processes to improve the customer experience.

Job Description

Responsibilities

• Manage and respond to incoming calls, live chat and email support tickets
• Understand and be able to communicate GigSmart’s mission and values through all interactions with customers
• Drive KPIs including time to first response, ticket close rate, and rate of one-touch ticket closure
• Help advocate for the customer by identifying pain points in our processes and policies
• Serve as an escalation point for high touch tickets, or those requiring special resolution
• Help to develop the customer support profession through sharing knowledge, experimenting with new innovations, and discussing best practices
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support
• Ensure our outsourced team is up to date on all new GigSmart processes and features
• Own critical customer communications, such as incident and outage reporting
• Advocate for customers by gathering, prioritizing and communicating feedback to internal product and tech stakeholders
• Analyze statistics and compile accurate reports

Skills and Competencies

• 2+ years providing hands on, high quality customer service via email, live chat or phone
• Experience with Zendesk or relevant ticket management software
• High proficiency at creating, editing, and proofing customer support email templates, common replies and automated responses
• Ability to think strategically
• Possess excellent verbal and written communication skills
• Advanced troubleshooting and multi-tasking skills
• Ability to remain professional and courteous with customers at all times

Education Requirements

• High school degree (Associate or Bachelor’s degree in a business related field preferred)

Expectations of a GigSmart Employee

• Be positive
• Work hard
• Innovate
• Have passion
• Continue to learn
• Exceed expectations
• Collaborate