User Support Specialist
Company: IntelliPro Group Inc.
Posted on: January 16, 2022
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
Keywords: IntelliPro Group Inc., Nashville , User Support Specialist, Other , Nashville, Tennessee
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