Customer Support Analyst

3 weeks ago

Pennington, United States Creative MediaWorks Full time

**Who We Are**:
Creative MediaWorks (CMW) has been a trusted provider of solutions to life science companies and agencies for over 30 years. Speakcore, an enterprise-level software platform developed by CMW, is dedicated to managing speaker bureaus efficiently. Our team is committed to delivering high-quality solutions that ensure excellent customer satisfaction.

**Who We’re Looking For**:
We’re in search of an enthusiastic and dynamic Customer Support Specialist to join our NJ office. As a vital member of our team, you’ll play a key role in providing exceptional frontline support to our valued clients. Your keen attention to detail and efficiency will ensure that support requests are promptly assessed, categorized, prioritized, and routed to maintain Speakcore’s standards of excellence.

**Key Responsibilities**:

- ** Evaluation, Categorization, Routing, Handling, and Monitoring**: Assess, categorize, route, handle, and monitor support tickets effectively.
- ** Proactive Alerting and Escalation**: Proactively alert appropriate teams to upcoming SLAs, identify and escalate critical issues for prompt resolution.
- ** Reporting and Collaboration**: Generate reports, collaborate with internal stakeholders for timely and accurate reporting.
- ** Communication and Documentation**: Maintain clear communication, update records, author Knowledgebase Articles, and manage Scribes.
- ** Process Improvement and Knowledge Development**: Provide feedback for process improvement, continuously deepen knowledge of speaker bureau system.

**Requirements**:

- Associate degree in a relevant field.
- Minimum of two years of customer service experience, preferably in a fast-paced environment.
- Experience with customer support software platforms like Zendesk.
- ** Effective Communication**: Communicates verbally and in writing, actively listens.
- Provides timely feedback, and uses appropriate channels for clear conveyance of information.
- ** Collaboration and Problem-Solving**: Collaborates effectively with cross-functional teams, values diverse perspectives, prioritizes critical tasks, and takes proactive measures to address recurring issues.
- ** Continuous Improvement**: Demonstrates willingness to learn and improve through self-study, training, and feedback, while proactively addressing challenges and making informed decisions.
- ** Adaptability and Resilience**: Responds effectively to changing priorities, demonstrates resilience, remains flexible, and maintains a positive attitude in challenging situations.
- ** High Dedication and Time Management**: Exhibits energy, strong desire to achieve, effectively prioritizes tasks, and delivers results autonomously.
- ** Empathy and Relationship Building**: Demonstrates empathy, builds strong relationships, fosters trust, and maintains consistency, dependability, and professionalism in interactions.
- ** Customer-Centric Approach**: Puts clients’ needs first, anticipates and exceeds expectations, and handles inquiries and complaints professionally and effectively.

**Bonus Points**:

- Knowledge of speaker bureau programs and life science industry events.

**Working at CMW**:
Join our intimate team of dedicated individuals in a laid-back atmosphere. We offer a hybrid on-site and remote work environment in Pennington, NJ.

**Speakcore Team Values**:

- Innovative
- Consultative
- Collaborative
- Techy
- Dependable

**Location**:
OR

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