Customer Support Queue Specialist

Customer Support Queue Specialist

This position will work as a member of the SOCi customer support team which is part of the broader SOCi Customer Success team. The Support queue specialist is responsible for management of all open support tickets, helping to move open cases along the resolution path and proactively providing updates to customers and the customer success managers. The ideal candidate will be flexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with minimal direction, the capacity to work quickly, and identify and fix root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and our products.

Responsibilities:

• Support Sr. Customer Operations Manager in managing ticket queues and maintain a 'healthy average ticket age'
• Assist support agents in moving tickets to resolution path.
• Act as Support liaison in providing proactive updates on ticket progress to Customers and Customer Success Manager.
• Serve as an escalation point to resolve customer issues and concerns
• Maintain performance to ensure Service Levels are met and exceeded
• Initiate, manage and participate in Helpdesk and end users support projects to improve efficiency and structure process. This includes but not limited to Helpdesk plugin integrations, native Zendesk features, etc.
• Maintain ticket queue integrity by ensuring tickets are assigned in proper queues.
• Create and maintain dashboard reports, as needed. Trend data and suggest proactive measures and service improvements based on analytics
• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.
• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
• Provide ideas and assist with creation of documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Other tasks and duties as assigned

Requirements:

• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Develop and maintain expert level mastery of SOCi products
• Proficient with Zendesk and Jira
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement

Qualifications:

• 2-4 years of direct, verifiable customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Experience with enterprise social media networks
• Excellent problem solving, critical thinking, and analytical skills
• Quick learner; able to learn new technologies on own as necessary
• Ability to work effectively cross-functionally with Product, Sales and Customer Success.
• Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
• Willingness to work off hours (nights and weekends) as urgent customer needs dictate
• Committed team player with the ability to function both independently and as part of a team
• Must be personable, friendly, and able to work efficiently under time constraints.
• In this position, you will routinely act independently while researching and developing solutions to customer issues
• Experience working with social media platforms and listings management software is a plus
• Experience working with local landing pages and SEO is a plus