Customer Support Representative
Brilliant
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.
Responsibilities:
- 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
Requirements:
- 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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