Customer Support Specialist, Part-Time - Weekend Availability Required

About the role

We're hiring Part-Time Weekend Concierge Team Agents in the Greater Pittsburgh Region to support Skylight as we grow and redefine outstanding customer service for our Calendar customers.

Responsibilities

• Provide bespoke, 1-1 customer service for our Skylight Calendar and Frame customers through all phases of their customer journey from purchase to activation to set up and continued use of their devices
• Engage with customers daily through high-volume phone, chat, email, and social media platform interactions. On average, you'll support 6-8 customers per hour, though volumes may increase to 10-12 per hour depending on the complexity and nature of the inquiries
• Support escalated customer issues involving complex hardware and software challenges with Skylight devices
• Flag any patterns you notice in tickets or customer feedback so the team can stay ahead of emerging issues
• Be a supportive peer and thought partner with our Customer Service Team Leads, providing coverage as needed for our core and troubleshooting customer service teams
• Contribute to project-based work as needed to support team goals and enhance the customer experience

Requirements

• 2+ years of high-volume, front-line customer service experience, with demonstrated ability to manage workload efficiently and proficiency in email, phone, chat, and social media support
• Must have experience with Zendesk or a similar Customer Relationship Management (CRM) system
• Exhibits patience and attentiveness when listening to feedback and excels at teaching and guiding others
• Strong communication skills across email, phone, and chat, delivering clear, professional, and engaging interactions with customers and team members alike
• Previous experience working in an agile startup environment
• Demonstrated talent for rapidly mastering new technology and becoming a product expert
• A consistent, reliable Wi-Fi connection is required for this role
• Must be comfortable working on a Mac and communicating in the Slack platform

Benefits

At Skylight, we care about our team. We offer 64 hours of accrued sick time annually to ensure you have time to rest, recharge, and care for yourself. Upon hire, you'll be provided with a loaned laptop and a loaned Skylight Calendar to ensure you have the tools needed to succeed in your role.