CS Tech Support

Marketing by Monrae is looking for a tech support customer service representative to join our growing company! As a member of the Marketing by Monrae team, you will be an essential part of our business.

As a customer service representative you will be responsible for offering customer support through phone, email, and online chat to customers who have questions, concerns or confusion around a particular product or service.

MUST HAVE EXPERIENCE WITH TECH SUPPORT to diagnosis issues within a program and help over the phone and via email with technical issues.

This position will be responsible for handling DAILY customer service emails, creating a streamlined customer services process within Gorgias including setting up macros and automations, they will also be responsible for creating similar automations within Ship ---------- addition to customer service responsibilities, our customer service representative will assist with "batching" the orders so that our shipping department is able to print and ship orders quickly and efficiently.

Our customer service representatives are literally the voice of the brand, and a strong relationship between our clients and their customers starts with them.

We are looking for those who are passionate about serving others, problem solving and have the ability to think critically. If this is you, please submit your application today!

ESSENTIAL FUNCTIONS:

Serves customers by providing product and service information and resolving product and service problems.
Resolves 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, and following up to ensure resolution.
Answer and close emails/tickets
Assign appropriate tagging for each emails/tickets
Edit old macros and create new macros to streamline customer response process
Respond to Direct Messages within the company’s mobile application
Respond to customer service related inquiries with the community section of the mobile including individual posts and comments
Respond to good reviews and reach out to customers with bad reviews
Check and clear SMS and reply to questions/concerns
Reach out to customers with payment issues
Organize and clean up spam on posts and comments within the app
Troubleshoot course access issues in the Mob app and Click Up
Assist with digital download issues
Assist customers with getting access to the digital courses or webinars
Attend company team meetings
Assist customers with processing or accessing their orders
Help resolve shipping issues
Answer general inquiries and products and services
Assist with return/exchange requests
Work on assigned tasks and projects
Provide order status updates and tracking information to customers

REQUIRED EDUCATION, EXPERIENCE, AND SKILLS:

Equivalency of a United States High School Diploma and 2-3 years of customer service experience
Ability to work and communicate with a team in an online collaboration platform.
Strong listening and interpersonal skills
Ability to work on several initiatives simultaneously within compressed time frames, while still maintaining effectiveness
Must have proficient computer and technical skills
Must be detail-oriented and have the ability to prioritize and work proactively with minimal supervision in a fast-paced, deadline-driven work environment
Effective rapport-building and relationship management skills
Demonstrated ability to be resourceful, innovative and creative
Demonstrates high emotional intelligence and problem solving skills
Must be team-oriented, possess a positive attitude and work well with others

DESIRED SKILLS AND EXPERIENCE:
Understanding of popular social media platforms, emerging networks, and apps.
A solid understanding of the entire creative development and marketing process.
Project management skills—use of Asana, Monday, ClickUp, Slack, Trello, or a similar platform