Customer Support Representative for an AI Tech Start-Up

Requires a high school diploma or equivalent and 2-5 years of experience (the more the better) in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within providing customer support for a tech based company. Rely on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent customer service standards and maintain high customer satisfaction.

• Job functions:
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint
- determining the cause of the problem
- selecting and explaining the best solution to solve the problem
- expediting correction or adjustment
- following up to ensure resolution
- Recommend our products, collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming tickets and chats
- Ability to recognize and generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints
- Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via Messenger, Service Desk, email, or Screen Share
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with the entire to ensure proper customer service is being delivered
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
- Resolve customer complaints via Messenger, Service Desk, email or social media

• Opportunity to grow with us:
- Opportunity to become head of support

• Main tasks:
- Customer Support & Pre-Sales Support via Messenger
- Customer Support & Pre-Sales Support via JIRA Service Desk
- Write Canned Replies
- Write (and update existing) Knowledge Base Articles
- Ability to communicate possible Tech Issues to Tech Support, or Dev team.
- Moderate our Facebook Group
- Documentation Videos to go with KB Articles - optional, but definitely a plus if you can do this

• Requirements:
- Proven customer support experience
- Track record of over-achieving quota
- Strong contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask, prioritize and manage time effectively
- High school diploma or equivalent; college degree preferred
- Adaptable in terms of working hours (US EST Time-zone prefered )

• Customer service representative top skills & proficiencies:
- Customer Service
- Product Knowledge
- Quality Focussed
- Market Knowledge
- Documentation Skills
- Listening Skills
- Resolving Conflict
- Multitask
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills

• Some of the tools you'll be working with:
- Messenger
- JIRA Service Desk
- JIRA Knowledge base
- Slack
- Trello
- Facebook Pages
- Facebook Groups
- Google Sheets