The Support Specialist position is filled by people with excellent communication skills, an outgoing personality, and a positive attitude. The support team’s main goal is to ensure a seamless and enjoyable experience throughout all points of interaction with the company. Successful candidates are expected to be organized, outspoken, self-motivated, and excited by the prospect of working closely with multiple departments.
- Recognize commonly occurring basic technical and user error issues (related to web formatting, server issues, unexpected error messages, etc.) and suggest appropriate troubleshooting techniques to customers/clients.
- De-escalate problem situations/escalate chats appropriately.
- Understand how and when to delegate calls/chats to appropriate departments.
- Maintain working knowledge of all proprietary company software and additional workplace apps.
- Provides timely and accurate information in a courteous manner to incoming customer order status and product knowledge requests.
- Facilitates customer orders/changes/returns according to established department policies and procedures and in cooperation with clients.