Support Specialist

As the Leads Marketplace Support Specialist, you will play a crucial role in ensuring our Agents receive exceptional assistance and resolution to their Leads Marketplace inquiries, contributing to overall customer satisfaction and retention.

Essential Functions

• Respond promptly and effectively to all inbound support channels, including chat, email, and phone, ensuring timely resolution of issues related to product features, platform usability, technical problems, product performance, order management, billing, and escalations.
• Develop and maintain internal process documentation and external knowledge base articles to ensure the consistency and accessibility of information. Proactively seek and implement solutions to enhance customer satisfaction by soliciting and incorporating feedback.
• Act as a liaison between Agents and product development teams, conveying Agent feedback, feature requests, and enhancement suggestions. Translate Agent needs into actionable insights to drive product improvement.
• Collaborate with Lead Demand team to enhance data accuracy, manage order approvals, and execute existing operational reporting procedures.
• Handle sensitive and confidential documents and information with discretion.

Competencies

• Demonstrated ability to thrive in a fast-paced, high-volume, dynamic environment, with excellent multitasking, prioritization, and time management skills.
• Quick learner with the ability to rapidly grasp the software and applications used within the organization and the industry.
• Empathetic and patient demeanor with a passion for helping others.
• Excellent interpersonal skills enabling effective teamwork and building strong customer relationships.
• Analytical mindset with a data-driven approach to problem-solving and decision-making
• Strong attention to detail and ability to maintain accurate records of customer interactions and issue resolution.
• Proficient in Microsoft Excel, including advanced skills in data manipulation and analysis.

Supervisory Responsibility?

None.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• This is largely a sedentary role; however, some filing is required. The employee is frequently required to sit for long periods of time.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation

$18.00-$20.00 Hourly

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Required Education And Experience

• High school diploma or GED equivalent
• Prior experience in customer service or customer support, preferably in a B2B/SaaS or technology-driven environment
• Pay found in job post
• Retrieved from the description.

Base salary

$18/hr - $20/hr (from job description)

Featured benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid paternity leave
• Paid maternity leave
• Disability insurance
• Tuition assistance