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User Support Specialist

Company: IntelliPro Group Inc.
Location: Nashville
Posted on: January 16, 2022

Job Description:

Job Description We're looking for individuals with a passion for customer service who thrive in a fast-paced, self-led environment and are capable of dealing with sensitive account issues on a daily basis. Responsibilities Respond efficiently, accurately and with compassion to users who appeal a suspension on their account or device. Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes. Work with crossfunctional partners on Trust & Safety to escalate appeals as needed. Follow up for more information to resolve the users' issue and explain possible solutions to ensure our users feel supported and valued. Sort through user feedback from multiple channels and combine in trends to provide feedback to leadership to improve the user experience. Who You Are User first. You're obsessed with providing a first-class experience tousers. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You're naturally patient and your last user support response of the day is always as supportive as your first. You communicate clearly and empathetically, no matter how tense a the situation might be. Cool and calm. You like moving fast and change energizes you. You're able to quickly adapt to using a new process or tool from day to day. Tool proficient. You have experience with backend user support tools (i.e. Zendesk) and can quickly learn how to use new tools. Detail oriented. You follow complicated processes better than anyone you know. You're able to quickly spot errors and fix them. Team player. You ask for help when you need it. You support your peers when they ask for help. You're the first to raise your hand to try out a new process and provide feedback. You bring a positive attitude, no matter the situation, and are solution-oriented. Qualifications Experience providing exceptional customer service via email/written channels Experience with handling highly sensitive customer issues and de-escalatingStrong written communication skills--- Proficiency with computers, CRM software, and strong typing skills First-class time management and decision-making skills Powered by JazzHR vhyNuoaIfd

Keywords: IntelliPro Group Inc., Nashville , User Support Specialist, Other , Nashville, Tennessee

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