Customer Support Specialist

TeamSideline.com

5d • Remote

About The Position

Customer Support Specialists play a vital role in maintaining customer loyalty and ensuring that customers have a positive experience with TeamSideline. Your primary responsibility is to act as the first level of contact/support for all inquiries, requests, concerns, and issues from TeamSideline administrators and End Users. You will serve as a liaison between customers and the company, aiming to provide timely and effective solutions to ensure customer satisfaction. Must take full ownership of customer issues and concerns until fully resolved or handed off to the next level of support.

Requirements

• Customer Service: Demonstrates exemplary customer service. Maintains a positive and professional attitude, even in challenging situations, helps create a positive customer experience.
• Communication: Excellent verbal and written communication skills to effectively convey information and instructions to customers. Ability to document processes effectively.
• Empathy: Demonstrates empathy and patience when dealing with frustrated or upset customers. Understanding their concerns and showing that you genuinely care can help defuse difficult situations.
• Problem-Solving: Ability to think independently, analyze problems, identify root causes, and propose solutions.
• Time Management: Ability to handle multiple customer inquiries and requests simultaneously while prioritizing customer needs and priority.
• Technical Proficiency: Demonstrates ability to learn proprietary system tools such as Zendesk and Jira. Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc).
• Adaptability: Ability to learn new software quickly, function in fast-paced environment and work on multiple tasks simultaneously. Ability to be adaptable to different situations and customer personalities is important.
• Active Listening: Can demonstrate active listening to customers and ability to ask clarifying questions.
• Team Oriented: Ability to gain the cooperation of others in the pursuit of company goals.
• Work Ethic: Strong work ethic with proven track record of dependability and consistency.

Nice To Haves

• Knowledge of image manipulation, HTML, CSS, JavaScript, SQL are a plus.

Responsibilities

• Customer Service: Professionally interact with customers via various channels such as phone, email or zoom, to address their questions, concerns, and requests.
• Customer Interaction: Listen actively to customer issues and provide accurate and helpful solutions. This might involve troubleshooting technical problems, explaining product features, or guiding customers through processes.
• Information Sharing: Provide customers with information about products, services, policies, and procedures. Ensure customers have a clear understanding of what the company offers.
• Problem-Solving: Analyze customer problems and find effective solutions, sometimes in collaboration with other team members or departments.
• Escalation: Escalate complex or unresolved issues to higher-level support or relevant departments while ensuring that customers are informed about the progress.
• Documentation: Contribute to the development and maintenance of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Feedback Collection: Gather feedback from customers and relay it to the appropriate departments within the company to improve products, services, and processes.
• Product Testing: Participates in testing and quality assurance activities for software releases.
• Website Design & Content Support: Assist customers with website design updates, layout adjustments, and content changes within the platform, ensuring sites follow best practices for usability, branding, and accessibility.

Benefits

• 100% Remote Work – Enjoy the flexibility and convenience of working from home.
• Generous Paid Time Off – Start with 4 weeks of PTO to maintain work-life balance.
• Remote Work Stipend – Stay connected with company support for your internet costs.
• Health, Dental, and Vision Reimbursements – Get reimbursed for essential healthcare needs.
• 401(k) Plan with 5% Company Match – Immediate vesting ensures your retirement savings grow from day one.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed