Customer Support Specialist

TEKsystems
$18.00 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Wisconsin, Beloit
Dec 24, 2024
Description You will be handling incoming emails in regards to tickets around the app. If a missing reward happens, you will contact them through Intercon and when they receive an inquiry, you will check if rewards are eligible then working with member for compensating missing reward. You will also investigate on why it would be ineligible. This will be a combination of internal admin and communicating effectively with customers. All done over email. You need to stay up to date on policies, procedures, and promotions. You will also be involved in quality assurance - reviewing emails and interactions with customers. Goal is 140-180 emails per day. Most responses will be macros/quick parts that will require editing. Key Responsibilities: * Customer Interaction Management: Manage customer interactions and resolve queries through the Benjamin app's integrated Intercom system. * First Point of Contact: Serve as the first point of contact for general inquiries, providing timely and effective support to users. * Issue Resolution: Address and resolve customer issues and concerns efficiently, ensuring a positive user experience. * User Guidance: Provide guidance and assistance to users on how to navigate and utilize the Benjamin app effectively. * Feedback Collection: Gather user feedback and relay it to the relevant teams to inform product improvements. * Documentation: Maintain accurate records of customer interactions and support activities within the Intercom system. * Collaboration: Work closely with customer support, product, and technical teams to ensure seamless resolution of user issues. * Knowledge Base Maintenance: Update and maintain the knowledge base and FAQs to assist users in resolving common queries independently. * Performance Reporting: Provide regular reports on support activities, highlighting common issues and areas for improvement. Requirements: Education * High School Diploma or Equivalent required * Bachelor's Degree or Equivalent preferred Experience * 2-3 years customer service experience preferred * Experience using customer relationship management (CRM) software preferable * Customer service experience in the high tech/internet industry preferred * Knowledge of technical/keyboard short cuts (CTRL + C; CTRL + V) (IOI) * 55 WPM (typing test required) Skills * Working knowledge of computer systems, email programs, and internet navigation * Ability to respond to customer inquiries with a high degree of professionalism and accuracy * Excellent communication skills, both verbal and written * Proficient problem solving ability * Strong word processing and typing skills * Ability to organize and prioritize multiple tasks * Accuracy with language and numbers * Working knowledge of MS Word and Excel * Persistence, determination, and a firm but friendly manner * Empathetic: Demonstrates a deep understanding of user needs and concerns. * Proactive: Takes initiative to improve user support processes and interactions. * Resilient: Capable of handling high-volume inquiries and stressful situations effectively. * Innovative: Brings fresh ideas to enhance user support and engagement. Pay and Benefits The pay range for this position is $18.00 - $20.00 * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Beloit,WI. Application Deadline This position will be accepting applications until Jan 1, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.