Customer Support Representative

Posted Oct 8, 2021, 21 views
  • helpscout
  • mst

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
As a customer support representative at Brilliant, you will be part of a small team responsible for managing relationships and providing service to users.

  • Provide an exceptional, committed, full life cycle customer experience to internal and external stakeholders through mainly email support (phone calls needed sparingly)

  • Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience

  • Strive for first-contact resolution with each interaction

  • Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations

  • Proactively look for ways to identify trends and improve our processes

  • Update and track customer information in HelpScout

  • Deliver exceptional quality and satisfaction scores. Maintain other individual metrics to the satisfaction of your manager

  • 3+ years experience in a customer support position

  • Demonstrate patience and attentiveness in all communication and interactions

  • Motivation to meet and exceed expectations in a metrics-driven environment.

  • Exceptional verbal and written communication skills

  • Detail-oriented with strong organizational skills

  • Ability to think critically and creatively in order to proactively and independently solve problems

  • Maintain a positive and professional attitude and outlook with customers and coworkers

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