Customer Support Representative

| Greater Denver Area

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
Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • ElixirLanguages
    • ReactLibraries
    • React NativeFrameworks
    • PostgreSQLDatabases
    • WordpressCMS
    • HubSpotCRM
    • Constant ContactEmail
    • SendGridEmail
    • ZoomInfoLead Gen

Location

We have a brand new office located in the heart of Denver! Close to the light rail, great food options and all the fun that Denver has to offer.

What are GigSmart Perks + Benefits

GigSmart Benefits Overview

We are a start-up offering the benefits you'd get working for a large corporation!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
GigSmart employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Generous PTO
GigSmart employees typically earn at least 15 days of PTO per year.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Employees are able to make pre-tax payroll deductions to be used for commuter expenses
Company Outings
GigSmart hosts company events on a quarterly basis.
Stocked Kitchen
Snacks, coffee, tea & Kombucha
Some Meals Provided
We have team lunches at least once per month.
Happy Hours
With all of the growth we are experiencing, there is always something we're celebrating!
Professional Development Benefits
Promote from within
Mentorship program
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