Customer Success Specialist

Job Description

Day to day:

This person will serve as the first line of support for PictureU stores and customers by handling technical issues related to photo retrieval, responding to customer emails, troubleshooting software/hardware concerns, and ensuring timely issue resolution through phone and email communication. This individual will play a critical role in supporting store operations during the busy holiday season while providing excellent customer service.

Responsibilities:

• Assist customers with photo retrieval issues

• Act as the first line of support for in-store associates

• Respond to and manage customer email communications

• Take technical support phone calls from retail store employees and managers

• Assess, resolve, and escalate technical issues as needed

• Contact stores regarding upload issues and software/equipment updates

• Log all communications in Zendesk and remain available during scheduled support hours

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

Must Haves: 

• Customer service experience (hospitality, retail, hotel, restaurant, or similar customer-facing environments)

• Strong phone presence and excellent verbal communication skills

• Comfortable interacting with customers and resolving issues

• Computer literate and able to learn new systems quickly

• Ability to work flexible evening, weekend, holiday, and seasonal support hours

• Strong problem-solving and multitasking abilities in a fast-paced environment

Ability to work weekend, holiday, and evening hours Plusses:

• Previous computer or technical support background

• Experience with Microsoft Suite

Experience with Zendesk