Support Specialist (33655)

Mackin Talent is seeking an onsite Support Specialist to support our client in Seattle, WA. This role is responsible for customer support and engagement by becoming a brand ambassador and maintaining product line’s online brand reputation.

Responsibilities:

• Exhibit empathy when dealing with upset customers and exercise good judgment when determining whether an engagement needs escalating
• Listen, monitor, respond by following the rules of engagement
• Creates customer service focused, engaging, and fun responses while using judgment and finesse - adheres to brand tone guidelines while also suggesting improvement strategies to program leadership
• Analyze the voice of the customer and work to identify opportunities to amplify the positive, or leave a favorable impression of the brand.
• Identify potential negative or crisis situation and escalate as appropriate while applying conflict resolution principles to mitigate issues
• Addressing escalated inquiries and creating cases for the customer support team while communicating with leadership regarding customer identified issues
• Close collaboration with program support members with a consistent drive towards the goal to better serve our community members and product users by delivering key feedback and identifying new opportunities
• Possesses above average technical ability; being able to learn and understand consumer steps in-product and to be able to navigate internal tools for issue diagnosis and logging will be necessary
• Process minded; able to follow defined processes but help understand where they can be optimized or improved would be valuable
• Tracks and reports customer sentiment across Community channels

Minimum Requirements:

• Passionate about Augmented and Virtual Reality products, gaming, or technology
• Positive attitude, with high empathy
• Excellent at building relationships with people
• High School Diploma or GED
• At least two years of Customer Service, Technical Support, Experience in escalations or dealing with escalated customers and soft skills
• Self driven, ability to handle multiple tasks in a fast-paced environment
• Minimum typing speed of 35 wpm, with 90% accuracy
• Strong communication skills. Demonstrated ability to communicate effectively both verbally and in email/writing
• Demonstrated the ability to follow a process from beginning to end
• Continually increase efficiency while maintaining strong quality standards
• Very social and tech-savvy with a strong working knowledge of various social media platforms
• Ability to comprehend social speak and text jargon
• Strong knowledge of computer applications including: Microsoft Office, Google Chrome, and Internet Explorer

Mackin Talent offers an attractive benefits package which includes choice of major medical carriers like Aetna, Kaiser and BCBS, 15 days of PTO plus Holiday and Sick pay, paid volunteer hours, paternity/maternity leave and many more. We pride ourselves on our company values, the top one being that Relationships Matter. Come experience the Mackin Difference and our welcoming company culture with a focus on teamwork and family. Learn more about Mackin and apply online at MackinTalent.com.

Job Types: Full-time, Contract

Pay: From $62,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Seattle, WA 98198: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: One location