Customer Support Associate Job Description Template
Our company is looking for a Customer Support Associate to join our team.
Responsibilities:
- Proficiently and consistently resolve basic issues for all solutions within their solution group;
- Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs;
- Author, edit and publish quality Knowledgebase content to improve customer self-service resources;
- Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions;
- Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts;
- Stay informed on product changes and rapidly learn information about product functionality changes;
- Managing multiple systems including Zendesk, Google Apps, other external web-based apps, and internal tools;
- Ensuring front office customer service (telephone and reception desk);
- Document topics and other clerical tasks in our internal support tools as assigned by manager;
- Provide superior customer service to uphold the standards of The Athletic’s brand;
- Troubleshoot issues with account management;
- Process and manage refunds and billing inquiries;
- Respond to public and private feedback from subscribers and writers;
- Handle customer account cancellation requests;
- Educate customers on features offered by The Athletic.
Requirements:
- Bachelor’s Degree or higher;
- Located in New York City or able to commute into the city on a daily basis;
- The ideal candidate will have a 2+ years background in Healthcare IT, SaaS space where he/she has worked on a support team;
- Basic computer proficiency;
- Weekend availability;
- Minimum 40 WPM typing speed;
- Prior experience in a service based role;
- Calm demeanor with ability to defuse high intensity situations;
- Working space with a stable and reliable internet connection;
- Prior experience with Zendesk Support, Stripe Billing, and WordPress account management is preferred;
- 4 year BA or BS degree strongly recommended;
- 1+ years of experience working in customer service.