Customer Support Specialist

7 days ago

Cary, United States HireNetworks Full time
Customer Support Specialist (contract to hire ) - Cary , NC

Our NC based client is seeking a Customer Support Specialist (contract to hire ) for a hybrid opportunity in their Cary , NC office. Our client is focused on building an all-in-one financial management solution for eCommerce sellers, with the goal of helping them grow their businesses. Our client's solution includes digital banking, working capital, cross-border payments, cards with cash back, and tools to help sellers understand their profitability.

T his is a 90 day contract (w2 ) to hire position which offers a competitive hourly rate . There is an opportunity for this position to convert to permanent after 90 days should the re be a company fit. No visa situations , C2C or relocation assistance for this opportunity .

POSITION OVERVIEW
Our client is dedicated to thei r customer's success by delivering an exceptional service experience. Trust, teamwork, focusing on delivery, and doing the job right are at the core of everything we do. Are you ready for a fast-paced environment in the FinTech space and want to make a difference in the lives of your customers truly? Join us

Seeking a Customer Support Specialist who is exceptional at helping customers grow and scale their business. This role isn't for the faint of heart, it's for someone who gets their energy from tackling challenges in a fast-moving environment while doing right by their customers - every day. Our service is our key differentiator, and it's at the heart of what we do.

W HAT YOU'LL BE DOING

Customer Interaction & Support:

• Handle incoming and outgoing customer interactions efficiently and with high quality via various communication channels (e.g., phone, email, chat, etc.)

• Provide accurate information and expertly guide people to achieve their tasks or goals

• Address customer issues, troubleshoot, and follow through to ensure complete resolution

• Perform assigned daily tasks that support our goal of exceptional customer satisfaction

Documentation:

• Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices

• Use Salesforce, Hubspot , or other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the future

Product Knowledge & Service Standards:

• Stay informed and knowledgeable about products, services, processes, and procedures, and use that knowledge to address customer needs

• Provide accurate information and guidance to customers based on their needs

• Navigate between different customers/tasks with ease

• Achieve high levels of customer satisfaction and ease of doing business with our client

Team Collaboration:

• Collaborate with colleagues to share knowledge and solutions that help everyone be their best

• Participate in team meetings and training sessions, and complete all required training

• Escalate complex problems to maintain the best customer experience possible

• Be flexible performing tasks and assisting colleagues as needed

Communication:

• Clearly and effectively communicate with customers and colleagues

• Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions

• Report customer feedback to help improve products, services, and processes

WHAT WE'RE LOOKING FOR
  • 1-3 years of experience in customer support or customer service - strong preference to those with technology company or startup experience
  • Experience facilitating between customer-facing and technical teams
  • Ability to handle multiple tickets simultaneously while maintaining a positive &
optimistic attitude
  • Experience with omni-channel communication (email, chat, phone)
  • Flexible thinking. We want highly adaptable people to help us continue to grow this fast-evolving business
  • Ability to handle high-pressure customer engagements with poise, patience, and persistence
  • Experience using Salesforce Service Cloud and Intercom is strongly preferred
  • Exceptional communication and interpersonal skills
  • Strong attention to detail and willingness to ask questions to get to the right solution
  • High degree of accountability and follow-through on assigned tasks and commitments
  • Coachability and aptitude to accept and apply constructive feedback in a professional manner
  • Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth
  • Ability to thrive working independently as well as within a highly-collaborative team environment

Qualified applicants please send a resume and salary requirements to Martha Michaux mmichaux@hirenetworks.com .

When looking for a job, have you ever heard the phrase... it is not about what you know, it is who you know? At HireNetworks, it really is all about who we know. Whether your current contract is coming to a close , you're looking to advance your career or are a company on the hunt for new talent and wanting to expand...let HireNetworks put our networks to work for you.

To build an inclusive community where our partners, employees, customers, and candidates feel empowered to express their unique and diverse perspectives of the world.

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