Silverchair · 1 day ago

Customer Care Advisor

United States

Full-time

Remote

Entry Level

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Content Delivery NetworkInformation Technology

Culture & Values

No H1B

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Responsibilities

Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems.

Cultivates an extensive understanding of the product

Gathers information from customers to efficiently diagnose and understand issues, leverages exceptional customer service skills to deliver outstanding service to clients.

Escalates more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication

Documents detailed support requests and customer interactions accurately and thoroughly

Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders.

Availability for potential periodic 24/7 on-call shifts

Qualification

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Technical SupportScholarOneSalesforceQ&A SkillsAdaptability to New Tools

Required

Must be able to work 3pm-12am ET time, M-F. Initial training phase will require working 8am-5pm ET.

Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems.

Cultivates an extensive understanding of the product

Gathers information from customers to efficiently diagnose and understand issues, leverages exceptional customer service skills to deliver outstanding service to clients.

Escalates more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication

Documents detailed support requests and customer interactions accurately and thoroughly

Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders.

Availability for potential periodic 24/7 on-call shifts

Qualified candidates will have excellent professional oral and written communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.

Successful candidates possess robust problem-solving abilities and can quickly master new tools and techniques.

Importantly, the ideal candidate will demonstrate a dedication to collaborating effectively as part of an international team in a high-performance work environment.

Two year undergraduate degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience

Past technical support or customer support experience working for a software company