Support Specialist

Key Responsibilities

• Provide prompt and professional customer support: Handle a high volume of phone calls, emails, and chats from Order.co customers & vendors. Respond to customer inquiries, complaints, and requests for assistance.
• Troubleshoot and problem-solve: Utilize problem-solving skills to identify and resolve customer issues. Investigate technical problems, offer guidance on product usage, or escalate complex issues to the appropriate team.
• Communicate effectively: Interact with customers in a clear, concise, and empathetic manner. Explain complex concepts or technical information in a way that is easy for customers to understand.
• Manage customer expectations: Set realistic expectations for customers regarding issue resolution times and keep them informed throughout the support process. Proactively provide updates and maintain open lines of communication.
• Document and track customer interactions: Accurately record customer interactions, including the details of the issue and the steps taken to resolve it.
• Collaborate with internal teams: Work closely with other teams within Order.co, such as Account Management, Operations, and Product to relay customer feedback, report bugs, and contribute to ongoing improvements in customer experience.
• Continuously improve customer support processes: Identify areas for enhancement in customer support processes and suggest ideas to optimize workflows and enhance customer satisfaction.

Required Skills

• Strong communication skills: Excellent verbal and written communication skills to effectively interact with customers. Clear and empathetic communication is essential for understanding customer issues and conveying solutions in a way that customers can understand.
• Problem-solving abilities: Ability to analyze problems, identify root causes, and propose appropriate solutions. Strong problem-solving skills will help you efficiently troubleshoot and resolve customer concerns.
• Customer-centric mindset: Genuine desire to help customers and a commitment to providing exceptional service. Demonstrates a customer-centric mindset and strives to meet and exceed customer expectations. Able to remain calm and empathize with customers' situations, showing understanding and reassurance throughout the support process.
• Multitasking and time management: Strong multitasking skills and effective time management are essential for handling multiple customer inquiries simultaneously.
• Attention to detail: Close attention to detail is crucial for accurately documenting customer interactions, tracking issues, and following up on resolutions. Ensures that nothing falls through the cracks and helps maintain high-quality customer support.
• Teamwork and collaboration: Ability to work well in a team, collaborate effectively, and provide valuable feedback and insights. Contributes to the overall success of the customer support function.
• Adaptability and willingness to learn: Adaptable and open to learning new tools, technologies, and processes. Helps stay effective and provide up-to-date support to customers.
• Resilience and stress management: Resilient and adopts effective stress management techniques. Maintains a high level of customer service, even during challenging situations.

Bonus Points

• 1+ years of customer support or related experience, especially in a SaaS, e-commerce or startup environment.
• Experience working with CRMs such as Zendesk.

Compensation and Benefits

• The anticipated pay range for this role is $24 - $27 per hour. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.
• Robust medical, dental, vision, and wellness benefits.
• Flexible time off policies.
• Employer-sponsored 401(k) + match.

Location

Remote (United States)