Customer Support Agent

Essential Functions

• Identify customer needs and help walk them through specific tools and features
• Troubleshoot common issues with a product, merchandise, or service
• Respond promptly to tickets and resolve issues in an effective and timely manner
• Proactively use time wisely during high and low volume tickets
• Communicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions
• Maintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed
• Conduct regular follow ups with customers with open tickets and unresolved issues
• Provide introductory information to new and existing customers
• Maintain professional and positive attitude while interacting with customers
• Readily assist in livestream chats, merchandise launches, and other events as needed
• Collaborate with team members and other internal departments on best practices when communicating specific information to customers

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.