Customer Support Associate
Harbor IT
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $55,421 - $58,339 per year
About the role
- Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
- Provide consistently accurate and complete information.
- Speak warmly and empathetically to clients while maintaining realistic expectations.
- Navigate client conflict by addressing it head-on in a professional, pleasant manner.
- Convey a desire to collaborate and find a mutual solution.
- Articulate solutions confidently, politely, and empathetically.
- Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
- “Tees up” conversations for Account Management about complex offerings.
- Speak with conviction about our services and persuade clients to retain services that will benefit their organization.
Requirements
- 1-3 years of work experience in a similar role in a business services environment utilizing Customer Support Software
- Prior success in a customer service, sales, or other customer-facing role
- Demonstrated success in a detailed or complex customer-facing role (executive assistance, customer success associate, client success manager, account manager, call center for finance, insurance, medical, or similar)
- Demonstrated success in consistently meeting deadlines
- Excellent written and oral communication skills as evidenced by the proper use of syntax, grammar, and vocabulary correctly within the context of the engagement. Written messages are organized, clear, and on-topic. Conversations demonstrate an articulate, confident, and appropriate tone.
- Familiarity with Google Suite or Microsoft Office
- Ability to provide exceptionally attentive service in a fast-paced environment
- Effectively multitask, manage time, and prioritize
- Experience using and maintaining a knowledge base
- Ability to solve complex problems and learn new information on-the-fly
- 2+ years experience in client service, preferably in a business services environment utilizing Client Service Software
- Attention to detail
Benefits
- health benefits
- flexible paid time off
- parental leave
- fertility and adoption assistance
- 401(k)
- educational reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer support softwareclient service softwareknowledge base management
Soft Skills
excellent communicationempathyconflict resolutioncollaborationpersuasionattention to detailmultitaskingtime managementproblem-solvingorganizational skills