Customer Support Specialist (client facing)

MyAdvice

Bangalore, Karnataka
Permanent
Full-time

29 days ago
Apply easily

Position Summary“We are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing is perfect. But we are going to chase it because, in the process, we will catch excellence.” — Vince LombardiIf you are seeking to work hard and pursue excellence, then you might be right for our team! As MyAdvice’s Customer Support Specialist, you will deliver the highest quality support to our digital marketing clients by solving client concerns with excellent efficiency via various communication channels. Our Customer Support Specialists serve as empathetic communicators to assist our clients with technical issues when using our products and services. You’ll be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities.Our ideal candidate is a strong multi-tasker who thrives working cross departmentally to seek swift resolution. They’re a tech-savvy product expert with impeccable attention to detail and excels within a fast paced environment. It’s critical our Customer Support Specialists are exceptionally strong writers and communicators with the ability to explain complicated concepts in an easy-to-understand manner. They go beyond clients’ initial requests to understand their underlying needs to ultimately deliver upon MyAdvice’s mission statement to make our clients’ lives better.The shifts available for this role are as follows:
Monday - Friday, from 6:30 pm - 3:30 pm IST
Monday - Friday, from 8:30 pm - 5:30 am ISTEssential Duties

Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice digital marketing product/feature suite
Close a minimum of 200 tickets per week generated via phone, email and ticket submission form
Answer inbound calls at the rate of 3-5 calls per hour
Deliver upon excellent customer service in a constantly changing environment
Maintain a high level of professionalism with clients and establish positive rapport
Explain technical issues in user-friendly language to non-technical end users
Multi-task to track dozens of open tickets at various stages of completion
Assist our internal teams with technical and training support as needed
Work closely with Customer Success Managers

Required Skills

1+ years in a high-volume Customer Service or Technical Support position
Technical ability to support WordPress websites
Excellent interpersonal relations and communication skills (both written & verbal)
Must have help/support desk experience, triage and technical troubleshooting skills
Tech-savvy with basic computer functions and the ability to teach others
Working knowledge of GSuite, Microsoft Excel and Word along with web-based systems
Familiar with utilizing support ticketing software (Zendesk preferred)
Experience communicating with off-shore deliverable groups
Possess excellent organization skills and attention to detail
Comfortable working independently and balancing multiple priorities
Willingness to go above and beyond to solve issues
Use critical thinking to identify root cause of problems

Preferred Skills

Domain transfer and DNS setup experience
Understanding of web hosting and basic server administration
Non-WordPress CMS website (ie: Drupal, Joomla) updates and maintenance
Basic understanding of front-end technologies, including HTML5, CSS3, JavaScript
Familiar with debugging tools such as Chrome inspector, etc.

Qualifications

High school education or equivalent
Must complete writing assessment to be considered for role
High speed internet connection to facilitate a remote working environment
Legally authorized to work in India

MyAdvice