Email and Chat Support – Work From Home

Suzy



Suzy puts the voice of the consumer at your fingertips. Whether you’re a novice or an expert researcher, our platform brings advanced tools together with the highest quality audience to deliver insights in minutes. Some of the biggest brands in the world use Suzy to deliver breakthrough products and experiences backed by data-driven decisions. Learn more at www.suzy.com.

Do you enjoy helping people through difficult problems? As a Customer Support Representative, you will be responsible for answering email and chat inquiries for our members and clients. Our Customer Support Representatives are primarily responsible for communicating with our member base and will have more opportunities to collaborate and troubleshoot client issues over time. Duties will include researching, educating and resolving complaints, working on gift card redemptions, detecting potential spam accounts, identifying site bugs and performance issues, and other responsibilities to ensure customer retention and satisfaction.

Customer Support Representatives will primarily report to a Member Support Team Lead, who leads handling customer requests and associated procedures. Suzy has a collaborative and innovative workplace and the expectation is that as a Customer Support Representative, you will work closely with other departments to improve tactics, processes, and communications over time.

A Representative may need to respond to emails and chat requests after typical work hours or on the weekend. Weekday schedules will be flexible in order to balance out these commitments as necessary.

Responsibilities

  • Respond to customer support requests through email and chat utilizing Zendesk Ticketing System
  • Help customers troubleshoot issues they encounter while using our software and provide actionable tips to resolve the problem
  • Follow communication procedures, guidelines, and policies
  • Identify trends in customer service requests and handle accordingly
  • Troubleshoot, replicate, and report errors and bugs to the Development team
  • Avoid legal challenges by monitoring customer compliance with terms of service
  • Monitor spam on our member dashboard
  • Support the customer service team and other operations personnel
  • Miscellaneous administrative tasks to ensure smooth team operations
  • Contribute to the development and success of the Audience team

Qualifications

  • Bachelor’s degree preferred
  • At least 1 year of previous in-office customer support experience (e.g. answering email and chat inquiries)
  • Strong verbal and written communication skills
  • Experience multi-tasking in a fast-paced and changing environment
  • Proactive, organized, and detail oriented
  • Self-starting professional with a positive attitude
  • Empathetic communicator with a customer-focused mindset
  • Problem-solving and logical thinking skills; you demonstrate initiative, take ownership of customers' needs, and make suggestions to improve processes and customer service
  • Ability to work in a team environment and work a flexible or weekend schedule to meet our business needs
  • Computer-literate and proficient in Microsoft Excel / Google Drive
  • Previous Salesforce and or Zendesk experience is a plus, but not required

Benefits:

  • We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
  • A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
  • The opportunity to make an immediate impact as a part of a fast-growing company

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work.

Suzy is committed to protecting its customers, employees, partners, and the company as a whole, from damaging acts that are intentional or unintentional.  Effective security is a team effort involving the participation and support of every user who interacts with company information/data and systems. It is the responsibility of each individual to help protect company information assets.

To apply for this job please visit careers-suzy.icims.com.

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