Product Support Agent I null

Responsibilities

• Become a product and customer expert. Acquire a deep understanding of what our products do, how our customers use them and share your knowledge.
• Support and consult with our customers through phone, ticket, and chat conversations for a variety of subjects related to the Buildout web application, mobile applications, and all related services.
• Advise our small business customers on how to fully realize the value of our mission-critical application and services.
• Help resolve all product related questions for the customer efficiently, effectively and with great passion.
• Manage customer expectations regarding estimated response times for issue resolution.
• Collaborate with the Customer Care team to properly manage customer inquiries and escalate when appropriate.
• Partner with team members across the organization on various strategic projects when needed.  
• Participate in Voice of the Customer (VOC) programs that result in greater empathy for our customers across the organization and continuous product and service improvements.
• Participate in regular training, learning and growth opportunities.
• We currently have 9am - 6pm and 11am - 8pm positions available. This is a hybrid, remote to start position.

Requirements

• Bachelor's degree from an accredited university or college is preferred
• Must have excellent customer service skills
• Ability to empathize with customers and have a strong teaching mentality
• Must have a passion for being part of a hard-working, winning team
• Must have the ability to multi-task in a fast-paced environment
• Must have strong active listening skills
• Exceptional analytical and problem-solving skills
• Technical Knowledge: Basic understanding of Windows; Basic Web skills; Basic understanding of Google Apps; Comfortable with CRM systems preferred
• Must have strong attention to detail when communicating with customers (verbal & written)