Customer Support Specialist

1 month ago

Jackson, United States EstateSales.NET Full time

Who are we?

Auction Technology Group (ATG) operates eight of the world’s leading curated marketplaces for secondary market goods. ATG are industry leaders and won the Tech Business of the Year at the 2021 PLC Awards. We are a publicly listed global technology company with over 350 employees, headquartered in London, United Kingdom with offices in Jackson Missouri, Omaha Nebraska, Lehi Utah, New York and Hamburg, Germany.


Vintage Software is the company name for EstateSales.NET (acquired by ATG in 2023), the world’s leading estate sales website. EstateSales.NET boasts over 4.4 million monthly users with over 100 million page views per month. We have a fast-paced, collaborative culture and are entering our next chapter of growth under the ATG umbrella.


About the opportunity:

Customer Support Specialists are the eyes and ears of our businesses servicing both sellers and buyers using EstateSales.NET to market their estate sales and auctions. The team handles over 8,000 customer interactions a month using three channels: phone, email and live chat, and coaching our users to adopt best practices through our help center.


We are seeking an enthusiastic, tech savvy, excellent communicator to join our team. Your main responsibility will be helping to resolve clients’ inquiries in a faced-paced environment. Our website is the leading marketplace with a multitude of features, so you can expect to handle a wide variety of interesting interactions, our customers will challenge and expect the best from you. The role suits an individual who is a natural helper and problem solver, willing to work hard, learn and grow quickly, and be part of a dynamic business. This is an opportunity to begin your digital career and be part of the success of a growing, profitable company.


Our teams work in a hybrid environment coming into our Jackson, Missouri office on Monday & Tuesdays. Working hours for this opportunity are: Monday, Tuesday & Friday 12pm - 9pm CT, Saturday & Sunday 8am - 5pm CT


What your contributions will be:

  • Provide product and service support to website users using Zendesk (help desk software) over phone, email and live chat


  • Use Super (the back end of EstateSales.NET) and other support tools daily, maintaining high data accuracy in these systems


  • Problem solve or troubleshoot technical customer issues


  • Communicate bugs or feature requests to internal teams to ensure products are meeting customer needs and expectations


  • Monitor the website for sales that do not meet terms and conditions or listing policies and see they are corrected or removed


  • Contribute to maintaining an outstanding customer satisfaction rating (CSAT)


  • Maintain knowledge of the estate sale and auction industries


  • Contribute to procedure documents and user guides that promote best practice and ensure consistent service delivery across the team


  • Communicate ideas and feedback for our products with team leaders


  • Stay abreast of product development and new feature releases to educate clients on the offering and best practices


  • Work on a 7-day schedule that includes weekends and holidays


What you will bring to the team:

  • Exceptional interpersonal and communication skills, including active listening and fluent written and spoken English


  • Service oriented and willing to drill into customer issues or grievances until a resolution is found, and being relentless in pursuit


  • A strong work ethic and committed to seeing tasks through to completion
  • Self-starter mindset of being proactive, motivated and organized with great time management skills


  • Self-motivated to maintain knowledge of the industry


  • Able to work unsupervised and independently as well as collaboratively with a team


  • Foster a positive attitude and calm demeanor under all circumstances


  • Ability to thrive in a fast-paced environment, flexible and willing to pivot as features are delivered


What you will need for success:

  • 1+ year of related experience in a customer support role, ideally on a helpdesk


  • A detailed knowledge of e-commerce, ideally with previous work experience with a marketplace is an advantage


  • Strong computer skills with Microsoft Office Suite, web navigation, online conferencing software, and the ability to learn new software

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