Customer Support Agent

As the Customer Support Agent, this person will have a strong ability to identify problems and solve them in totality. This position will play a key role in working directly with the Customer Support Lead in resolving direct customer issues or support within the backend resolving disputes and refunds. The Customer Support Agent should demonstrate and practice kind, understanding communication whether between the team or directly engaging with our customers.

Responsibilities:

Product & Offer Expert: Review all product overviews and engage with appropriate departments to acquire comprehensive product knowledge; Analyze sales pages and funnels to understand the customer journey and tailor support accordingly; Gain expertise in our programs, seeking clarification as needed and maintaining meticulous notes


Customer Support: Communicate directly with subscribers, buyers, and interested customers via tickets or email, addressing their questions, concerns, and feedback; Provide detailed and accurate responses based on product-specific materials.

Customer Engagement: Identify opportunities to exceed customer expectations and ensure the Customer Support Team's effectiveness in delivering customer satisfaction


Technical Troubleshooting: Assist less technologically literate customers by breaking down online processes with patience and support


Software Proficient: Navigate help desk software, project management tools, team communication platforms, CRMs, merchant accounts, and other related tools


Organization of Materials: Develop checklists and processes for accuracy.


Upgrades Champion: identify areas for improvement and simplification.


Qualifications

Proficient in Helpdesk, CRMs, Project Management, Google Apps, etc.


Demonstrated kindness, empathy, and compassion towards customers, genuinely driven to help people.


Proactive and persistent, with a keen attention to detail.


Adaptable and agile, capable of pivoting swiftly to meet the demands of our fast-paced business environment.


Exceptional follow-through, ensuring that every customer inquiry or concern is addressed and resolved.


Ability to simplify complex concepts into easily understandable terms.


High self-awareness and the capacity to handle pressure gracefully.

Core Team Values & Culture

Conscious: We each take full ownership and responsibility for our thoughts, beliefs and experience. We use every uncomfortable experience to grow and heal from the inside out. We choose to believe that everything is happening FOR us, not happening TO us. We never blame or shame a tea ---------- mber for our feelings or experience.

Champion: We all have Michael Jordan talent in something. We discover, live and strengthen our Zone of Genius talent.

C.A.N.I.: We live the mantra “constant and never-ending improvement” in every area of our lives including our work.

Charged: Health and Growth are HIGH priorities for us and we are energized as a benefit of how well we take care of our mental, physical and emotional lives.

Committed: This isn’t a job, it's a mission that we live and live for. We’re dedicated and passionate about the company’s Mission and goals.

Collaborative: We enjoy connecting and collaborating with each other to achieve the desired and agreed upon goals.

Consistent: We show up in our lives and in our work; even when it’s hard, even when it’s boring, even when we don’t feel like it because it’s who we are. “We do today what others won’t do, to have tomorrow, what others won’t have.” ~ Les Brown

Contribution Focused: We care deeply about impact and income and make decisions based on impact as our top priority, only second to Integrity.

Caring / Cared For: We love ourselves first and we give love to each other, our customers, and everyone else from our overflow.

Congruent: Our words and actions are in alignment with our desires. We choose integrity over everything else. We never compromise our integrity for income.