Description
Job Title: Customer Support Specialist
Location: Remote
Work Shift: 9am-5pm MST
Working Hours: 40 hours per week (Full-time)
Job Description:
We are seeking a dedicated and detail-oriented Customer Support Specialist to join our team at Stack Athletics, an up and coming pickleball apparel company. This full-time role requires strong communication skills, both written and verbal, as the majority of the support will be conducted online via chat. The ideal candidate will be familiar with using Tidio (a Shopify customer support app), Gmail, and social media messaging platforms such as Facebook and Instagram Messenger. While most interactions will occur through chat, there may be occasional needs to make phone calls to clients.
Key Responsibilities:
- Provide prompt and professional customer support via Tidio, Gmail, and Facebook/Instagram Messenger. Respond to customer inquiries, resolve issues, and offer product information and assistance.
- Make outbound calls to clients when necessary to resolve issues that cannot be handled through chat, though this will account for no more than 5% of the role.
- Identify and troubleshoot customer issues, working closely with other team members to ensure a quick and effective resolution.
- Accurately document customer interactions and maintain detailed records of customer issues and resolutions.
- Provide feedback to the management team on common customer issues and suggestions for process improvements. Generate reports as needed.
- Maintain a deep understanding of our products and services to provide accurate information and support to customers.
- Work collaboratively with other departments to resolve customer issues and improve the overall customer experience.
Requirements
- Previous experience in a customer support role, preferably in an e-commerce or Shopify-based environment.
- Proficiency in using Tidio, Gmail, Facebook Messenger, and Instagram Messenger.
- Excellent written and verbal communication skills, with the ability to communicate effectively with customers and team members.
- Strong problem-solving skills with the ability to think quickly and adapt to changing customer needs.
- Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously.
- Experience making customer support phone calls.
- Familiarity with other customer support tools and platforms.
- A proactive approach to identifying and resolving customer issues.
