Customer Success Agent (Contract to Hire)
About The Position
We are looking for an empathetic and proactive Customer Support Agent to join our growing operation! In this role you will be an important part of making sure that our customers are heard and any issues are escalated and addressed. As a key member of our support team, you will handle a range of support requests via phone calls, emails, and chat while maintaining a high level of customer satisfaction. You will be responsible for building rapport and mending relationships with our customers and partners. This position is based in Richardson, Texas and will report to the US Customer Support Lead, full time onsite.
Requirements
- 2+ years in customer support or similar role.
- Strong verbal and written communication skills
- Problem-solving and troubleshooting skills, with a keen attention to detail.
- Ability to work independently as well as part of a collaborative team.
- Ability to work with flexible schedules, that may include nights and weekends.
- Experience with customer support software (CRM, Ticketing systems)
- Patience and an ability to adapt your communication style to best suit the needs of the customer.
- Ability to multitask, prioritize, and manage time effectively
- This role is full time onsite in Richardson, TX. Relocation support through Zipline is available.
Responsibilities
- Respond to inbound customer and partner inquiries through phone, email, and chat channels.
- Provide accurate, valid, and complete information by utilizing available resources and knowledge bases.
- Diagnose and troubleshoot issues across our hardware, software, and customer accounts, identifying the root cause and determining the best solution.
- Escalate issues to the appropriate internal teams while ensuring clear communication and closing the loop with the customer.
- Demonstrate empathy while resolving customer complaints.
- Develop and maintain a thorough understanding of our products, services, systems, and policies to provide reliable support and resolutions.
- Record and track customer interactions, issues, and resolutions within Zipline systems, ensuring proper documentation.
- Collaborate with team members, leads, and other departments to continuously improve the customer experience and resolve any gaps in the support process.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
