CampusPoint · 2 days ago
Technical Customer Support Representative
United States
Contract
Remote
Entry Level
$22/hr - $22/hr
2+ years expCampusPoint is a growing organization that is seeking a motivated individual for the Technical Customer Support role. The position involves managing customer inquiries through various channels and ensuring effective communication while providing technical assistance and support.
CommunitiesEducationLocation Based ServicesSocial Media
Responsibilities
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues
Thoroughly review all customer communication, using plain language to ensure understanding and asking for feedback to ensure effective communication
Respond quickly to approximately 25 emails and ten phone requests daily to help meet team SLAs
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow
Document customer interaction for each case, including contact information, how the customer is experiencing the issue, and troubleshooting steps
Document cases for customer requests from all channels: Phone calls, chats, emails, and queues
Assist customers with account and subscription management, process refunds, along with technical issues related to the product: Billing and invoicing, Account Authorization, Entitlement management, Download and installation, Extensions, Crash identification, Bug tracking
Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required
Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education
Qualification
Required
Two years of experience supporting customers via chat, email, and phone
Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
Time management and prioritization skills, enabling high-quality and time-sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high-pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment
Company
CampusPoint
Campuspoint is a social network that enables local students and graduates to connect with employers.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Griffith Owen
CEO
Sandra Owen
Chief Operations Officer
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