Customer Service

3 weeks ago


San Francisco, United States Avacend Full time
Job DescriptionJob Description

Role: Customer Service & Support Representative 1

Location: San Francisco, CA (100% Remote)

Job description:

Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations/Assurance Team as a Support Operations Associate. This team focuses on handling non-technical Support Cases and is responsible for providing quality support for our growing customer base.

Responsibilities:
Effectively communicate with third parties such as partners and customers regarding non-technical issues and customer service inquiries, both orally and in writing.
Educate and assist customers and partners with (but not limited to): licensing, RMA submissions, orders, processes, policies, and other admin-only tasks.
Own each customer case from initial creation to resolution.
Collaborate with the technical support team to address any case that escapes your area of expertise.
Work with the leadership team to improve processes.
Work with the Support, Product, Sales and Operations teams on customer escalations.
Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.

3 years of experience are required.

MINIMUM REQUIREMENTS: ("Must have" Qualifications)
Takes pride in doing excellent work, and can both teach and learn from those around them.

Outstanding English language written and verbal communication skills and comprehension with the ability to clearly and concisely articulate matters to third parties.

Attention to detail.

DESIRED SKILLS/QUALIFICATIONS/SYSTEM EXPERIENCE ("Nice to have Qualifications")

Experience with SFDC or other like CRMs

ADDITIONAL ROLE, INITIATIVE, AND GROUP INFORMATION:
Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations/Assurance Team as a Support Operations Associate. This team focuses on handling non-technical Support Cases and is responsible for providing quality support for our growing customer base.

This customer-facing role exposes you to a variety of complex problems that require deep and detailed investigation and problem-solving involved in the Dashboard as well as our in house tools and CRM. It will also require you to work with many teams within Meraki, including but not limited to, Engineering, Product Management, Sales, and Operations - providing opportunities for career growth in a fun, challenging, and fast-paced environment.


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