Solutions by Text · 6 hours ago

Senior Customer Support Representative

United States

Full-time

Remote

Mid, Senior Level

$50K/yr - $60K/yr

3+ years exp

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Responsibilities

Resolve complex inbound customer support and technical questions, requests, and issues

Deliver expert knowledge and technical consulting by phone, email, chat and webinar channels

Develop an expert level working knowledge of company’s products, structures, workflows platform features

Take ownership and accountability of customer requests contributing to high level of CSAT

Manage customer escalations with persistence and urgency

Ensure customers receive the appropriate level of detail and follow-through

Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s

Handle customer complaints with care, ensuring they are brought to the attention of leadership

Manage queue of tickets, maintaining clear communication, internally and externally

Maintain accurate and detailed records of customer interactions, action items, and file documentation

Remain current on SBT platform releases, compliance updates, and changes in company policies

Contribute to development of the SBT Knowledge Base

Collaborate with management to effectively train and mentor junior staff members, as needed

Identifying non-conforming processes

Promoting best practices in compliance with customers

Staying current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements

Adhering to the Company's Code of Conduct/Ethics

Ensure the security of information

Create and maintain effective working relationships with other Company employees

Ability to multi-task, prioritize, and manage time effectively

Contribute to the professional culture within the office and the company overall

Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors

Ensure security of information in all matters pertaining to company, client, and consumer information.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Support ExperienceTechnical Support SkillsPostmanSoapUISaaS Support ExperienceMicrosoft Office ProficiencyZoom ProficiencyHubSpot ExperienceSalesforce ExperienceJira ExperienceTexting Solutions ExperiencePayment Solutions ExperienceTime Management SkillsCustomer Focus