Customer Support Specialist

About the role

PerkSpot is searching for a Customer Support Specialist to join our Customer Support team. This position is required to be in the office 3 days a week on Tuesday, Wednesday, and Thursday. Our office is located in the Merchandise Mart in downtown Chicago, IL. Working Schedule: Tuesday to Saturday from 8:00 am - 4:00 pm Central Standard Time.

Responsibilities

• Become an expert of PerkSpot’s services and processes, as well as our website and user portal
• Provide exceptional and timely support to customers via phone, email, and live chat
• Document active tickets every step of the way, from inquiry to solution and completion
• Actively prioritize support tickets and escalate issues appropriately
• Aid with new user setup, account maintenance, and sales projects as needed
• Take part in high-level problem-solving in collaboration with your team members and our Senior Manager of Customer Support
• Develop relationships with PerkSpot’s internal teams and customers to maintain and improve customer satisfaction
• Solicit feedback from customers on PerkSpot’s service and product; relay feedback to applicable internal teams
• Attend regular team and staff meetings to address feedback, changes, and new ideas
• Constantly strategize ways to make the PerkSpot experience better and more effective for our members

Requirements

• 3+ years of experience in customer support, managing support tickets in various mediums and prioritizing issues according to importance
• Basic understanding of computer and home networking terminology, including but not limited to terms like: operating systems, browsers, routers, modems, etc.
• Knowledge of Zendesk and background in IM/chat support preferred
• Exceptional written and verbal communication skills, with proven interpersonal skills
• Highly organized, detail-oriented, and analytical approach to problem-solving
• Positive, helpful attitude with the ability to handle challenging conversations in a professional demeanor
• Collaborative, team-focused mindset
• Ability to work autonomously and manage your own workload
• Proven understanding of PerkSpot’s values as a whole and a willingness to work hard to achieve overall company goals

Qualifications

• Basic understanding of computer and home networking terminology, including but not limited to terms like: operating systems, browsers, routers, modems, etc.
• Knowledge of Zendesk and background in IM/chat support preferred
• Exceptional written and verbal communication skills, with proven interpersonal skills
• Highly organized, detail-oriented, and analytical approach to problem-solving
• Positive, helpful attitude with the ability to handle challenging conversations in a professional demeanor
• Collaborative, team-focused mindset
• Ability to work autonomously and manage your own workload
• Proven understanding of PerkSpot’s values as a whole and a willingness to work hard to achieve overall company goals

Skills

• Customer Service Skills
• Technical Support Skills
• Communication Skills
• Problem-Solving Skills
• Teamwork Skills

Benefits

• Comprehensive medical, dental, and vision insurance
• Time off required
• 8 paid company holidays
• Summer Fridays
• Monthly transportation stipend
• Free lunch every Wednesday
• Annual Sabbatical for up to 3 months to employees at 5 years and 10 years of service
• Connection and relationship building is everything
• Regular outings, virtual events, fun community-interest Slack channels, and occasional happy hours

Pay

The position pay is $21.10 per hour plus $2,000 annual bonus.

Schedule

Working Schedule: Tuesday to Saturday from 8:00 am - 4:00 pm Central Standard Time.