Location
Work from home | India
Job description
Be an unwavering customer advocate via inbound email and social-channel customer support, upholding our mission of world-class service.
- Strive for one-touch resolution through root cause analysis, and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership.
- Identify patterns in customer reports and investigate, test, and reproduce technical issues with medium complexity while maintaining customer satisfaction and Elevate s brand image.
- Understand and meet expected personal metrics such as Volume, Handle Time, Time to Resolution, Customer Satisfaction Rating, and more.
- Provide peer-to-peer support by leading with patience, empathy, and a deep understanding of our products and customer needs.
- Question the status quo and proactively highlight areas where we can do better to help drive process and policy decisions.
- Help keep internal and external knowledge bases and documentation up-to-date.
What Were Looking For:
- 3+ years of customer support experience
- 2+ years of experience supporting educational apps and/or software or other technical support
- Experience with Zendesk or similar customer management tools
- Excellent verbal and written communication skills with a strong attention to detail
- Intellectual curiosity - if you don t know the answer, you ll find out
- The ability to balance pace and precision, multitasking and prioritizing urgent needs
- A passion for customer service and the ability to execute at a high rate of speed and accuracy
Bonus:
- Experience working in a fully remote work environment with teammates operating across various time zones
- Experience working for a startup or other fast-growth company
Job tags
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