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Technical Customer Service Representative

San Francisco, CA · Information Technology
"Overview: This role is suited for an enthusiastic and capable Technical Customer Service Representative to help deliver a best-in-class customer experience. You will be communicating directly with business owners, analysts, and digital marketers around the world to resolve their problems, explain data, and represent their needs and feedback to internal teams such as Engineering and Product Management.

Things you need to have:
• Customer Focus Ability to empathize with and prioritize customer needs
• Uphold company values and respect every customer
• Exude patience and ownership with each customer
• Ability to resolve conflicts and set appropriate expectations with customers
• Ability to determine customer needs and provide appropriate solutions Communication Skills
• Ability to communicate clearly and concisely with both external customers and coworkers
• Ability to document customer account activities thoroughly and concisely
• Comprehension skills-- ability to clearly understand and respond appropriately to the issues that customers present
• Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues Problem Solving Skills
• Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
• Ability to make appropriate decisions on behalf of the customer quickly and effectively
• Desire to continually learn • Solution oriented and self-motivated
• Ability to effectively prioritize work time to ensure efficiency Computer Skills
• Fluency in Windows Operating Systems or Mac O/S
• Fluent in HTML and Javascript
• Technologically savvy Experience:
• 3+ years of work experience
• Demonstrated team building skills and ability to plan solutions to long-term goals

Education: Bachelor's degree or equivalent work experience

What you will be doing: You have superb communication skills and technical aptitude who is eager to exercise a high degree of ownership over the customer experience. You will be the primary point of contact for customers and will represent the brand and our values with grace and professionalism. By representing the voice of the customer internally, you will also provide significant input into the product development process and implementation roadmap.

Responsibilities:
  • Respond to customer help tickets
  • Manage and develop online help content and knowledge base
  • Track, monitor, and champion improvements in products
  • Serve as leader and point of contact for escalation of sensitive issues
  • Analyze customer feedback to assess product usability and customer satisfaction
  • Directly engage Engineering, product managers, and other departments to prioritize product enhancements
  • Identify and implement process improvements to improve the customer experience
"
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