Customer Support Agent

Relo Metrics•New York, NY

8d•$30 - $32•Remote

About The Position

The Customer Support Agent will serve one of the most critical roles in the Relo Metrics business function, interfacing directly with customers and internal team members on a daily basis. The Support Agent will work closely with customers to assist in fully realizing and understanding Relo Metrics’ platform and value proposition. The agent will work with customers in answering questions on a daily basis, sharing best practices and key documentation, triaging various questions and issue types, and delivering solutions across the entire customer base at scale. The Support Agent will act as a platform expert for Relo, and will specialize in triaging bugs or platform errors ahead of escalation to the Product and Engineering team. Most importantly, the Support Agent will serve as the true voice of the customer, aggregating key trends and identifying opportunities to deliver additional value. This individual should possess a strong attention to detail, analytical and organization skills, and excellent communication skills. The Support Agent will also need to build trust quickly and grow that trust across customers and the internal team. Additionally, the Support Agent will be required to navigate help desk software to track and manage various requests.

Requirements

Bachelor’s Degree or equivalent work experience
2-3+ years of proven experience in a customer-facing role at a technology solution, agency, brand or media company.
Direct experience as a Customer Support Agent triaging, troubleshooting, escalating, and communicating various issue types from customers and internal team members
Experience working cross-functionally across multiple teams
Proven expertise in managing customer engagements
Experience working within a Customer Support platform such as Zendesk, Freshdesk, Intercom, or Zoho
Experience working with SQL and Python
Experience working with Data Visualization tools, like Looker
Ability to identify insights and trends and direct inquiries to the appropriate parties for further investigation and solutions development
Knowledge of SQL and Python
Strong attention to detail
Excellent people skills - must be empathetic, understanding, patient, confident, and good humored
Possess the ability to interact and communicate with a broad spectrum of personality types
Proven analytical and organizational skills
Ability to manage multiple projects simultaneously in a fast paced environment
Capable of efficiently learning all aspects of customer-facing and internal-facing product platforms
Strong communicator with good response time and ability to coach and train at a high level

Nice To Haves

Start-up experience preferred
Experience working with data, analytics, and backend engineering preferred
Willing to learn additional Engineering-specific platforms
Experience with AI usage and adoption
Passionate about sports
Customer-obsessed
Confidence to deliver consistent messaging to external stakeholders
Initiative to solve problems autonomously
Diligent, detailed, and hard working in all tasks
Ability to wear many hats and work with multiple teams

Responsibilities

Manage and organize a portion of all inbound tickets from customers and internal team members
Be responsible for a portion of tickets, with specialization in cross functional Product and Engineering client support
Serve as the primary point of contact and escalation across various ticket types
Respond to customer questions in a timely, professional and accurate manner
Identify customer needs and help customers leverage specific features
Follow up with customers to ensure that all issues are resolved
Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback
Inform customers about new features and functionalities in collaboration with Customer Success and Product
Develop a direct connection with the Product and Engineering team. Maintain a throughline of feedback and develop new workflows around product trends.
Analyze and report product bugs and malfunctions - be a lead internal tester to troubleshoot various issues and identify root causes. Troubleshoot directly with the client before asking Product and Engineering for assistance.
Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing
Ideate, create and publish new content for the Customer Support Help Center in collaboration with other team members
Develop strategic Product resources to train both clients and internal teams on troubleshooting Product malfunctions or bugs
Standardize best practices, knowledge bases, and external-facing documentation to create scale in the customer support role
Report on metrics for frequently visited articles and identify opportunities for new content creation