Provide multi-channel customer support via chat, email, phone, and social. Troubleshoot product issues, document interactions in CRM, escalate technical bugs to product and engineering, and meet response, resolution, and CSAT metrics.
Customer Service Representative
Short Description
We are hiring a passionate Customer Service Representative to serve as the voice of our brand. You will solve user issues across multiple channels, advocate for client needs, and directly impact customer retention in a fast-paced environment.
Key Responsibilities
- Resolve user inquiries via live chat, email, phone, and social channels.
- Troubleshoot product issues systematically to guide users to quick solutions.
- Document customer interactions and feedback inside our CRM system.
- Escalate complex technical bugs to product and engineering teams seamlessly.
- Exceed performance metrics regarding response time, resolution rate, and CSAT scores.
Qualifications
- 1+ years of experience in tech support, retail, or call center roles.
- Superb communication skills with a warm, empathetic, and professional tone.
- Multitasking ability to manage multiple chat windows without losing focus.
- Familiarity with CRM tools like Zendesk, Salesforce, or Intercom is a plus.
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Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
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