14343179
Located in Austin, TX
Pay: $20.00 - $23.00 HR
Job Full Description
Location: Austin, TX (In-Office/ NOT REMOTE OR HYBRID*)
Pay Rate: $20.00/HR -$23.00/HR
Hours: Monday – Friday | 8:00 am - 5:00 pm (w/1 Hour Lunch)
Duties and Responsibilities:
- Respond to customer inquiries via phone, email, and chat, providing timely, accurate, and thorough information on company products and services.
- Assist customers in diagnosing user issues, guide them through step-by-step, and be a resource for clients regarding complex issues requiring the technical team's assistance.
- Develop a working knowledge of the client's use of our solutions to answer questions, provide recommendations, and help customers maximize their use and satisfaction with the company's products and services.
- Effectively resolve customer concerns by listening to their needs, explaining how you will help them, and following through to resolution.
- Documenting all inquiries, troubleshooting steps, and resolutions in the company’s CRM or ticketing system so there is a history that can be used to drive satisfaction.
- Identify common issues or customer pain points and relay these to the product and development teams for potential improvements.
- Help new customers start off on the right foot by participating in kick-off calls and delivering user training to ensure smooth user adoption of our tools.
- Work closely with the marketing & sales team, as well as the technical support team and development team, to ensure customer feedback is considered in all the company’s pursuits to gain, retain, and grow our brand recognition.
- Stay current with new product features and industry trends to improve support quality.
Knowledge, Skills, and Abilities:
- 3-5 years of consistent customer service experience, preferably in a concierge-level customer service environment.
- Working knowledge of MS Word, PPT, Excel, and CRM Systems is required.
- Helpful to understand basic technical concepts.
- Comfortable helping customers walk through simple steps using our software and providing support.
- Excellent verbal, written, listening, and communication skills.
- Ability to simplify concepts clearly and concisely to users of our software.
- Must be Energetic and have enthusiasm/desire to help customers.
- Strong analytical skills with a proactive approach to resolving customer issues.
- Ability to manage inquiries efficiently and prioritize tasks in a fast-paced environment
- Professional communication skills.
How to Apply:
If this sounds like a fit for you, we want to hear from you!
Send us your resume to Jobs.AustinTXNorth@ExpressPros.com
#austx
Austin (North), TX
1759
8900 Shoal Creek Boulevard
Suite 125
Austin, TX 78757
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