Job description
Position Summary
“We are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing is perfect. But we are going to chase it because, in the process, we will catch excellence.” — Vince Lombardi
If you are seeking to work hard and pursue excellence, then you might be right for our team! As MyAdvice’s Customer Support Specialist, you will deliver the highest quality support to our digital marketing clients by solving client concerns with excellent efficiency via various communication channels. Our Customer Support Specialists serve as empathetic communicators to assist our clients with technical issues when using our products and services. You’ll be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities.
Our ideal candidate is a strong multi-tasker who thrives working cross departmentally to seek swift resolution. They’re a tech-savvy product expert with impeccable attention to detail and excels within a fast paced environment. It’s critical our Customer Support Specialists are exceptionally strong writers and communicators with the ability to explain complicated concepts in an easy-to-understand manner. They go beyond clients’ initial requests to understand their underlying needs to ultimately deliver upon MyAdvice’s mission statement to make our clients’ lives better.
The shifts available for this role are as follows:
Monday - Friday, from 6:30 pm - 3:30 pm IST
Monday - Friday, from 8:30 pm - 5:30 am IST
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Essential Duties
- Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice digital marketing product/feature suite
- Close a minimum of 200 tickets per week generated via phone, email and ticket submission form
- Answer inbound calls at the rate of 3-5 calls per hour
- Deliver upon excellent customer service in a constantly changing environment
- Maintain a high level of professionalism with clients and establish positive rapport
- Explain technical issues in user-friendly language to non-technical end users
- Multi-task to track dozens of open tickets at various stages of completion
- Assist our internal teams with technical and training support as needed
- Work closely with Customer Success Managers
Required Skills
- 1+ years in a high-volume Customer Service or Technical Support position
- Technical ability to support WordPress websites
- Excellent interpersonal relations and communication skills (both written & verbal)
- Must have help/support desk experience, triage and technical troubleshooting skills
- Tech-savvy with basic computer functions and the ability to teach others
- Working knowledge of GSuite, Microsoft Excel and Word along with web-based systems
- Familiar with utilizing support ticketing software (Zendesk preferred)
- Experience communicating with off-shore deliverable groups
- Possess excellent organization skills and attention to detail
- Comfortable working independently and balancing multiple priorities
- Willingness to go above and beyond to solve issues
- Use critical thinking to identify root cause of problems
Preferred Skills
- Domain transfer and DNS setup experience
- Understanding of web hosting and basic server administration
- Non-WordPress CMS website (ie: Drupal, Joomla) updates and maintenance
- Basic understanding of front-end technologies, including HTML5, CSS3, JavaScript
- Familiar with debugging tools such as Chrome inspector, etc.
Qualifications
- High school education or equivalent
- Must complete writing assessment to be considered for role
- High speed internet connection to facilitate a remote working environment
- Legally authorized to work in India
