Customer Support Specialist

PerkSpot • Chicago, IL

3d • $21 - $21 • Hybrid

About The Position

PerkSpot is searching for a Customer Support Specialist to join our Customer Support team! At PerkSpot, our mission goes beyond discounts—it’s about empowering employees everywhere to make smarter spending decisions so they can do more of what they love. We believe every dollar saved can become a stepping stone to a brighter future, whether that’s a special family vacation, a first home, or simply extra peace of mind. As a Customer Support Specialist, you will provide top-notch technical support to the community members of PerkSpot. You’ll become an expert in PerkSpot’s tools and website, while constantly interacting with PerkSpot customers and internal teams to ensure that we are offering the best possible support to our client partners and their employees. This position is required to be in the office 3 days a week on Tuesday, Wednesday, and Thursday. Our office is located in the Merchandise Mart in downtown Chicago, IL.

Requirements

• 3+ years of experience in customer support, managing support tickets in various mediums and prioritizing issues according to importance
• Basic understanding of computer and home networking terminology, including but not limited to terms like: operating systems, browsers, routers, modems, etc.
• Exceptional written and verbal communication skills, with proven interpersonal skills
• Highly organized, detail-oriented, and analytical approach to problem-solving
• Positive, helpful attitude with the ability to handle challenging conversations in a professional demeanor
• Collaborative, team-focused mindset
• Ability to work autonomously and manage your own workload
• Proven understanding of PerkSpot’s values as a whole and a willingness to work hard to achieve overall company goals

Nice To Haves

• Knowledge of Zendesk and background in IM/chat support preferred

Responsibilities

• Become an expert of PerkSpot’s services and processes, as well as our website and user portal
• Provide exceptional and timely support to customers via phone, email, and live chat
• Document active tickets every step of the way, from inquiry to solution and completion
• Actively prioritize support tickets and escalate issues appropriately
• Assist with new user setup, account maintenance, and sales projects as needed
• Take part in high-level problem-solving in collaboration with your team members and our Customer Support Manager
• Develop relationships with PerkSpot’s internal teams and customers to maintain and improve customer satisfaction
• Solicit feedback from customers on PerkSpot’s service and product; relay feedback to applicable internal teams
• Attend regular team and staff meetings to address feedback, changes, and new ideas
• Constantly strategize ways to make the PerkSpot experience better and more effective for our members

Benefits

• Comprehensive medical, dental, and vision insurance is effective on your first day of employment!
• 20 days off each year
• 8 paid company holidays
• Office is closed from Christmas Eve through New Year's Day
• Summer Fridays
• Paid Sabbatical for up to 3 months to employees at 5 years and 10 years of service
• Monthly transportation stipend
• Free lunch every Wednesday
• Regular outings, virtual events, fun community-interest Slack channels, and occasional happy hours

What This Job Offers

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