Customer Support Specialist

15 Jan 2022
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Customer Support Specialist Direct Hire Location: Remote, NYC area, Washington DC area Apex Systems is partnering with a rapidly growing AI start up company in search of a talented Customer Support Agent. We are looking for enthusiastic and intelligent candidates who are passionate about having a positive impact in our world. In this role your voice will be heard and you will help set the standards for the growing customer support team. Please send resume to Responsibilities:

  • Provide customer support via in application chat messenger and e-mail support. At this time, we do not provide phone support, but may do so in the future.
  • Respond to customer queries in a timely and accurate way
  • Identify customer needs and help customers use specific features
  • Understand our product functions and features, along with FAQs and common troubleshooting issues in order to resolve customer issues
  • Analyze and report product malfunctions and bugs
  • Update internal Product Management tools with information on technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Follow up with customers if issues are not resolved immediately and ensure that we respond and resolve issues within timely SLAs
  • Reproduce bugs and provide appropriate tickets to Product Management and Engineering
  • Engage in Product Management sessions in order to improve the application and provide feedback on what challenges or feature requests are most requested from customers
  • Work to automate our chat messenger
  • Assist in training of other Customer Support Specialists

Requirements:
  • Experience as a Customer Support Specialist or similar role (1 year minimum)
  • Experience using help desk software such as Intercom, Drift, Pendo, Hubspot, or other remote support tools
  • Understanding of Product Management systems such as JIRA is a plus, but not required
  • Multi-tasking abilities
  • Availability during eastern standard hours from 9 AM to 5 PM
  • Patience when handling tough cases
  • Bachelor's degree or equivalent experience

EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

  • ID: #31650903
  • State: New York New york city 10001 New york city USA
  • City: New york city
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-01-15
  • Deadline: 2022-03-15
  • Category: Systems/networking
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