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Customer Service Rep in Austin, TX at Vaco

Date Posted: 1/30/2018

Job Snapshot

Job Description

Agent Job Description (Customer Support Agent)
The objective of this role is to provide world class customer contact and technical support, and to ensure
users get the most out of their product experience by fielding difficult customer inquiries as well as
providing coaching and more in-depth user education. This role encompasses both reactive support for
transactional issues (eg. billing, account maintenance, and order status inquiries), technical issues (e.g.
software and hardware troubleshooting) and proactive support through user education about client
products.
Requirements :
● Exceptional empathy and customer care expertise
○ Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve
these issues. We are looking for self-starters who want to contribute to making better
user experience and partners and won't hesitate to speak up to make our support
organization and products better.
○ Excellent native-level written and verbal communication skills in language of support,
with 2 years' experience in customer support for said language (chat, voice, email)
working with direct consumers (B2C)
○ Must be able to grasp complex and sometimes technical concepts , and relate them to
our users and partners in an easily understandable way.
○ Supreme ability to demonstrate customer empathy and build a connection; excellent
customer diplomacy skills; problem ownership to go "above and beyond" to provide
magical support - personable, winsome, and disarming demeanor
● Technical expertise
○ Comfortable learning and mastering customer management tools to simultaneously
communicate with users while troubleshooting
○ Owner of an Android phone or iPhone (or experience with one)
○ Experience with web computing
○ Experience with current consumer web-enabled technologies is preferred
● Communication Skills
○ Excellent native-level verbal, written, and interpersonal communication skills in English
○ Ability to display those communication skills through multiple channels of support
(phone, email, chat, and video)
○ Ability to type 60 words per minute (80 preferred)
● Other
○ Familiarity with pop culture and current television trends such as shows, movies, media,
and major sporting events
○ Openness to work flexible hours as required, including night shifts and holidays
○ White glove support is a plus
○ Education requirements:
■ Associate's degree or equivalent work experience
■ 4 year college degree or in progress is a plus
■ Truly interested in customer service as a career
○ Must be able to pass a criminal background check
Responsibilities :
● Provide a white glove support experience by empathizing with customers, taking personal
ownership of issues they are reporting, and resolving difficult scenarios
● Communicate with customers through voice, chat and email channels. Independently identify,
troubleshoot, document, categorize and resolve customer issues; escalate complex problems
according to defined escalation procedures
● Improve the overall experience for the users on client product by identifying and reporting
recommendations and feedback received from customers
● Communicate bug fixes and new product enhancements to customers
Expected Outputs :
● Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
● Develop relationships with customers over time through multiple engagements
● Address customer questions in a timely manner while maintaining a level of quality in
communication that meets or exceeds written expectations
● Conduct coaching sessions to educate customers about client products
● Submit high-quality questions, suggestions and feedback to the Team Lead, Supervisor or the
Client in order to influence and drive program improvements
● Review quality feedback with supervisor
● Follow proper diagnosing, escalation and security procedures

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