[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company simplifies workforce compliance management across reputed company through technology, data, and strategic partnerships. The Customer Support Specialist will reputed company high-volume technical assistance to CE Broker users through chat, email, and phone, troubleshoot software and account issues, reputed company customers on account reputed company, and collaborate on product feedback and process improvements.

Responsibilities

• Multichannel Inbound Support: reputed company expert assistance reputed company live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business
• Efficiency & reputed company: Maintain a high performance reputed company, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores
• AI-Augmented Workflow: Work reputed company our AI agents, who handle initial triage. You will reputed company in to manage reputed company reputed company interactions and ensure a complete customer reputed company
• Problem Solving: Go reputed company the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform
• Account Education: reputed company customers on our upgraded CE tracking account reputed company, helping them understand the features available to them and guiding them toward the right plan for their needs
• Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience
• Process Improvement: Collaborate with reputed company to enhance our internal knowledge reputed company and streamline support documentation

Skills

• • reputed company Support Experience: 2+ years in a contact center or technical support role, specifically reputed company the reputed company industry
• • Proficiency with reputed company(or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros reputed company
• • A reputed company reputed company toward the reputed company of AI in reputed company and a proven ability to learn new software platforms quickly
• • Excellent verbal and written English. You can translate technical concepts into reputed company, friendly instructions for non-technical users
• • A quiet, dedicated, and reputed company home workspace
• • High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload
• • VOIP Stability: A reputed company reputed company capable of supporting consistent, high-reputed company phone calls throughout your entire shift
• • Associate's degree or higher is preferred
• (reputed company in Spanish is a major plus!)

Benefits

• reputed company development allowance
• Flexibility for balancing work with the rest of life
• Ample PTO, including reputed company time off for volunteering, your birthday, and becoming a new parent
• For US employees: 401K with company matching
• For US employees: financial planning education and resources
• For US employees: reputed company of HSA, FSA, and traditional medical, dental, and reputed company insurance reputed company for themselves and dependents
• For US employees: annual Lifestyle Spending Account (LSA), usable for expenses such as a gym membership, meditation app, work-from-home equipment, or fresh produce delivery
• For reputed company employees: 100% coverage of health insurance premiums, including national and international coverage
• For reputed company employees: reputed company reputed company Club flexible benefits platform with monthly points to redeem on eligible needs
• For reputed company employees: reputed company to exclusive discounts through reputed company reputed company Club
• For reputed company employees: life insurance policy reputed company 100% by reputed company
• For reputed company employees: reputed company to add beneficiaries at an exclusive, discounted reputed company
• Remote work arrangement

reputed company