myGwork - LGBTQ+ Business Community · 3 days ago

CX Tech, Lead

United States

Full-time

Remote

Senior Level

$35K/yr - $56K/yr

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Responsibilities

Interact daily with customers to respond to inquiries within SLA and target goals

Deliver world-class customer service to internal and external stakeholders

Use advanced analytical skills to gather information related to apps and web platforms

Meet and exceed key performance goals such as Customer Satisfaction and Average Handle Time

Provide troubleshooting support in advanced customer escalations

Fulfill service-level agreements and other performance expectations

Act as a point of contact in the absence of leadership

Assist with employee training and participate in special projects

Qualification

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RokuTizenAmazon fire tvAndroidApple productsOffice suiteStrategic thinkingConsumer-facing communicationsProject managementRelationship-buildingProblem-solvingFlexibilityAdaptabilityCustomer serviceCommunicationTeamworkReliabilityTrustCollaborationZendesk

Required

Bachelor's degree or equivalent customer service leadership experience

Experience working with Roku, Tizen, Amazon Fire TV, Android, and Apple products

Proficiency with Office Suite and demonstrated competency in learning new software

Strong technical skills and ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable

Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service

Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice

Ability to independently multitask and manage a varied portfolio of projects with unique needs in a deadline-driven environment that requires a high degree of accuracy and attention to detail

Strong analytical and critical thinking skills

Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization

Commitment to teamwork through relationship-building, reliability, trust, and collaboration

Must have the legal right to work in the U.S.