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Versant Media · 6 hours ago

Specialist, E-com Support (Fandango and GolfNow)

Orlando, FL

Full-time

Hybrid

New Grad, Entry Level

VERSANT is a leading force in news, sports and entertainment, and they are seeking a Specialist for their Ecommerce Support Team. This role involves providing excellent customer service, efficiently handling escalated cases, and actively investigating customer needs through effective communication and troubleshooting skills.

BroadcastingInformation TechnologyMedia and Entertainment

Responsibilities

Efficiently handles escalated cases and communicate additional escalations as needed

Effectively review all details pertaining to cases and actively investigate customers' needs through questioning and proactive listening skills

Provide excellent customer service through multiple channels (email, web, mobile, social, phone)

Demonstrate product knowledge by using available tools and systems when responding to inquiries

Participate in efficient daily workflow processes through the use of operational metrics to gauge performance and timely service

Connecting with customers to capture their feedback to improve our customer experience

Able to remain flexible and energetic during high-stress times

Research, address, track, and close all customer related queries, managing high priority issues by working with cross-functional teams

Contribute to knowledge database, FAQs, and other customer documentation

Qualification

Home networking knowledgeSalesforce experienceAmazon Connect experienceMetrics/KPI reportingCustomer service skillsTyping skillsActive listening skillsProblem-solving skillsTime managementTeam management experience

Required

Detail-oriented and precise communication skills

Able to be self-motivated and have good time-management in a fast-paced working environment

Strong typing and writing skills

Strong active-listening and deductive logic skills

Able to use multiple tools/systems simultaneously

High energy and engaging personality with the ability to convey patience and calmness in stressful situations

Strong troubleshooting skills and the ability to problem solve complex technical issues

Ability to translate technical information to a non-technical customer

Preferred

Strong knowledge with home networking (ISPs, modems, routers, firewalls, etc.), internet-enabled living room devices (Smart TVs, Xbox, PlayStation, streaming devices such as Chromecast, Roku), home computers (hardware, software, flash, and various operating systems), home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTVs), and mobile platforms (iOS, Android)

Experience in Salesforce or other CRM systems

Experience in Amazon Connect call center software

Familiar with Metrics/KPI reporting utilizing a variety of software

Experience in working with and/or managing a team, directly or indirectly

Outstanding customer service skills and dedication to providing exceptional customer care