Customer Support Representative


Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
As a customer support representative at Brilliant, you will be part of a small team responsible for managing relationships and providing service to users.
  • Provide an exceptional, committed, full life cycle customer experience to internal and external stakeholders through mainly email support (phone calls needed sparingly)
  • Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
  • Strive for first-contact resolution with each interaction
  • Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
  • Proactively look for ways to identify trends and improve our processes
  • Update and track customer information in HelpScout
  • Deliver exceptional quality and satisfaction scores. Maintain other individual metrics to the satisfaction of your manager
  • 3+ years experience in a customer support position
  • Demonstrate patience and attentiveness in all communication and interactions
  • Motivation to meet and exceed expectations in a metrics-driven environment.
  • Exceptional verbal and written communication skills
  • Detail-oriented with strong organizational skills
  • Ability to think critically and creatively in order to proactively and independently solve problems
  • Maintain a positive and professional attitude and outlook with customers and coworkers
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