Customer Support Agent
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Job Description
Experienced Customer Support Agent ensuring customer satisfaction while collaborating with product teams. Identifying issues and resolving them effectively through high-level customer support.
Responsibilities:
- Maintain a vast knowledge of the Burner product and any campaigns or experiments for the product; work directly with our product team as our customers’ representative.
- Identify and analyze issues using our proprietary tools to determine the underlying cause/s and respond to the customer accordingly with concise next steps.
- Collaborate with other agents to resolve issues and respond to cases in a timely, accurate, and professional manner.
- Follow internal guidelines for appropriate customer communication.
- Stay current on best practices, all things privacy related as well as enlightened hospitality.
- Troubleshoot and recreate customer app issues and ticket them to engineers.
- Handle App Store & Play Store reviews while maintaining a professional tone.
- Have the ability to bring someone new to our product and implement a product that will better our customers.
Requirements:
- A positive attitude with an inordinate amount of patience.
- Exceptional reading, listening and writing skills. Loves solving problems with a high attention to detail.
- Desire to work in a fast-paced startup on a small, highly collaborative team and can adapt to changes quickly.
- Knowledge/experience with troubleshooting difficult technology issues.
- Adapt to and troubleshoot new processes, issues, and features.
- Experience with software such as Google Docs, Slack, etc. Experience with Customer Service Software (Desk, ZenDesk, Help - Scout, etc.).
- Access to consistent, reliable internet/WiFi is a must.
- Weekday & Weeknight availability.
Benefits:
- Meaningful work on an innovative and growing set of products.
- Collaborative, cross-functional work culture with an emphasis on autonomy and communication.
- Investment in career development, including training, conferences, and online learning resources.
- Potential for growth within the company.
- Excellent medical and other benefits for full-time employees.
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