Customer Service Representative
This is a temporary position with the possiblity to go permanent.
Provide email, phone and live chat support to customers, while adhering to the established practices surrounding ticket handling and workflow.
Expected volume is 70+ calls per week and 100+ tickets per week.
Build rapport within company to leverage various individuals and departments as resources for ticket resolution.
Provide detailed notes to peers and/or manager when escalation of a customer ticket or call is necessary.
Identify and report bugs to QA team as necessary.
Identify and contribute to process improvement initiatives.
Overtime work for this position may be required.
Excellent verbal and written communication skills.
At least 1 year of customer support experience with an understanding of software and technology.
Customer empathy, negotiation skills, ability to see customer point of view while respecting interests.
Familiarity with: MS Office Suite, specifically MS Excel.
Advanced computer skills; Windows or Mac.
Ability to multi-task and handle multiple customer situations simultaneously.
Self motivated, attentive to detail.
Must handle pressure and deadlines gracefully.
Must be flexible and adaptable to rapid, frequent change.
Independent decision making, sometimes with limited information.
Ability to mentor and teach others.
Bachelors Degree required.
Knowledge of the Adobe Creative Suite, especially Adobe Acrobat is a plus.
Experience working with CRM systems such as SalesForce.
Fluent in French, Italian, German or Spanish is a bonus.
MUST complete a background check and drug screen.