What are the responsibilities and job description for the Support Specialist position at Moneypenny?
Support Squad Specialist
Moneypenny USA, Duluth, Georgia
As a key team member of the Support team, you are an integral part of the customer experience. You will be the 1st point of contact for our clients. Your ability to provide quick and knowledgeable resolutions to our customer’s technical issues will be paramount in delivering best-in-class customer service.
The Support Specialist will be involved in any and all break-fix issues with our unassigned customer base. The Support Specialist will report to the Head of Customer Experience. This is a critical role in the success of our retention strategy.
Responsibilities:
- Expediently respond to our customers via phone, email, chat and through our internal ticketing system
- Ability to meet standard SLAs or service level agreements agreed upon picking-up and closing tickets
- Ability to quickly navigate customer issues and know when appropriate to escalate to Client Account Manager (CAM)
- Log or document client data as cases into our software billing and ticketing system, consistently
- Take ownership of client issues and follows-up on customer issues through resolution
- Maintains an orderly work-flow according to priorities
- Reports key metrics and process improvement recommendations to manager
- Rotating oncall support 1 weekend per month
- Performs other tasks as assigned
Preferred Experience:
- Customer Service oriented- will go to great lengths to provide the best experience for the customer
- No customer service infractions
- Previous experience in a customer service role with proven skill in handling customer issues professionally and swiftly
- Must be Reliable, Dependable, and have a history of Excellent Attendance
- Strong Knowledge of Open Answer
- Excellent relationship management skills
- Excellent time management skills
- Ability to multi-task and thrive in a fast-paced and high-productivity environment
- Agile and flexible to change
- Strong written and verbal English language communication skills
- Type 35 wpm
Job Type: Full-time
Pay: $17.32 - $20.86 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- Evening shift
- Morning shift
Weekly day range:
- Monday to Friday
- Weekend availability
Work setting:
- Call center
- In-person
- Office
Ability to commute/relocate:
- Duluth, GA 30097: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
Salary : $17 - $21