Customer Support Specialist

MJ Morgan Group - Columbia, MD

Excellent opportunity for a Customer Support Specialist in Columbia. Responsible for providing support to customers through phone, email and chat mediums.This role is a great opportunity for anyone interested to join a fast-paced culture and grow within an organization. The company is a hyper-growth company that is leading the shift to digital operations within the home services industry.

RESPONSIBILITIES

  • Provide timely, professional, and accurate responses to clients who submit questions via phone, email, or chat
  • Enter all correspondence and necessary information related to a case into the case management system (Salesforce)
  • Provide support to customer onboarding team
  • Collaborate and follow-up with the product team on cases that require escalation
  • Author articles for customer-facing help documentation including FAQ's, troubleshooting tips, best practices, instructional videos, etc.
  • Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received

KNOWLEDGE & SKILL REQUIREMENTS

  • Associate/Bachelor’s degree or equivalent experience required
  • 1-2 years of experience serving in an external client-facing role supporting clients via phone or email
  • 1-2 years of experience using, supporting, or troubleshooting web-based applications
  • 1-2 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
  • Excellent written and verbal communication skills
  • Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
  • Strong technical, analytical and troubleshooting skills
  • Works independently to solve problems
  • Strong organizational skills
  • Outstanding attention to detail and accurateness
  • Ability to manage and prioritize multiple tasks simultaneously
  • Working knowledge of incident tracking software and reporting capabilities
  • Ambition, drive, and ability to learn quickly and adapt to change
  • A team player willing to help others
  • Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction

    PREFERRED EXPERIENCE
    • MS Excel
    • Salesforce
    • iOS Apple Products


Posted On: Monday, February 4, 2019



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