Senior Customer Support Specialist
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Job Description
We're looking for amazing Senior Customer Support Specialists who love to help people!
Key responsibilities:
- Assist in handling queries via chat and email
- Complete process analysis to improve the way the team works on tasks, alongside helping the team to identify and implement new processes
- Assist in completing individual team projects per quarter
- Have a direct impact on client issues and autonomously handle high-level questions
- Provide the best service to users and create an outstanding experience for all our clients and their employees
Requirements
- 5+ years of customer support experience, with recent experience in a fast-paced, customer-focused environment (product or service-based)
- Experience with high escalations, handling time-sensitive customer concerns
- Experience in managing cases involving coordination between clients, third-party vendors, is a plus!
- Advanced speaking/writing in English
- Microsoft Office (Word, OneDrive, Excel, Etc.)
- Able to generate reports and analyze customer support processes
- Advanced computer skills
- Experience with Zendesk is a plus!
Characteristics:
- Empathetic and compassionate
- Proactive and confident to deal with conflict situations and high escalations
- Ability to work on your own and with a team
- Not afraid to take on challenges
- Great eye for processes and ways to find solutions and improve tasks
- Honest and transparent
* This position is hybrid