SBM Management is currently looking to hire a Customer Support Specialist to join their team! The Customer Support Specialist will work to continuously improve the customer experience, both internal and external.
Primary interface and resource for end users and is responsible for effective real time problem analysis and resolutions phone calls, emails
Uses discretion to effect timely responses to ticketing issues in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
Proactively searches for and provides creative ideas when known resolutions are not immediately available.
Provides timely follow-up and status updates to end users as issues are processed and resolved.
Follow up on escalated issues, be the voice of the customer, own the process.
Most importantly, build dynamic relationships with our customers.
Identify and make recommendations for ways to improve our processes, tools, and materials to enhance the customer experience.
Provide phone assistance and answers to customers’ questions
Document all customer interactions
Assist as needed to enhance team effectiveness and customer satisfaction
Knowledge of tools like JIRA, HipChat, and Zendesk
A bachelor degree, technical degree, or 5 years + in the technical trenches
Strong listening, verbal and written communication skills pertaining to problem solving techniques and customer resolution management
Bilingual (English/Spanish) is strongly preferred
Knowledgeable of software development methodologies, best practices, and strong navigation and site-design instincts
Ability to quickly learn and communicate value
Previous Customer service or phone support experience
Customer first mentality with desire to deliver a world class customer experience