Customer Support Agent
Updated on 2/17/2024
Angel Studios
Locations
Provo, UT, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Zendesk
Customer Service
CategoriesNew
Customer Success & Support
Requirements
  • High school diploma or equivalent
  • Basic computer skills and technology understanding
  • 1+ years experience in customer service
Responsibilities
  • Identify customer needs and help walk them through specific tools and features
  • Troubleshoot common issues with a product, merchandise, or service
  • Respond promptly to tickets and resolve issues in an effective and timely manner
  • Proactively use time wisely during high and low volume tickets
  • Communicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions
  • Come in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practices
  • Maintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed
  • Conduct regular follow ups with customers with open tickets and unresolved issues
  • Provide introductory information to new and existing customers
  • Maintain professional and positive attitude while interacting with customers
  • Readily assist in livestream chats, merchandise launches, and other events as needed
  • Collaborate with team members and other internal departments on best practices when communicating specific information to customers
  • Must attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoom
  • Stay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed.
Desired Qualifications
  • Bachelor's Degree or equivalent
  • 2+ years experience in customer service
  • Thorough understanding of customer service software remote platforms
  • Proficient computer skills and technologically savvy
  • Experience with Zendesk platform or remote support tools
  • Additional language proficiency