Customer Support Specialist

About the roleThe Customer Support Specialist is responsible for answering customer queries and resolving issues via appropriate channels, maintaining knowledge of our products and services, obtaining customer feedback, and providing training to new hires. Demonstrates excellent time management skills and is passionate about customer service. What you'll doProvides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChatProvides general support and resolutions for customer-related concerns Assist customers with the registration processAccurately document all customer actions taken during the issue resolution processEnsure all customers are keenly aware of all products and unique featuresRespond to all customer complaints and concerns with urgency, professionalism and attention to detailProvide proactive support to customers by anticipating their support needs before they occur Assist with marketing related activities as needed Assist sales with call and email campaigns around new personal user sign-ups as time permits Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfactionQualificationsMinimum Requirements High school diploma or equivalent required. Associates or Bachelor’s degree from an accredited college or university highly preferredIntermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required1-3 years experience in a customer service role is preferredAbility to think critically and act decisively in high-pressure or dynamic environmentsSkilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets)Sound judgment and excellent problem-solving skillsA positive attitude and the ability to build relationships with clientsThe flexibility to work irregular hours, when requiredSuperb written and verbal communication skillsFluency in American Sign Language requiredAdditional RequirementsMust have minimum network speed of 20 MBPS Upload/Download if working from homeOccasional

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