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Customer Support Representative

2 months ago

Schaumburg, Illinois, United States Beacon Hill Full time
Job Summary

We are seeking a highly skilled and experienced Customer Support Representative to join our Member Support team at Beacon Hill. As a key member of our team, you will be responsible for providing exceptional customer service to our members, resolving technical issues, and ensuring a seamless user experience.

Key Responsibilities:
  • Technical Support: Provide technical assistance to members via phone, chat, and ticketing software, troubleshooting and resolving issues related to our proprietary software.
  • Customer Service: Offer exceptional customer service, responding to member inquiries, and resolving issues in a timely and professional manner.
  • Documentation: Document conversations, exchanges, and sessions into Zendesk ticketing software, ensuring accurate and detailed records.
  • Content Creation: Develop association manuals, user guides, FAQ sheets, and standard template responses to common member inquiries.
  • Data Management: Enter club, officer, and member data into our membership system, performing data management and data entry functions, including reviewing and analyzing data for accuracy and prioritization.
Requirements:
  • 2+ years of technical customer service experience in an office setting.
  • High school diploma or equivalent, Associate's degree preferred.
  • Experience with high-volume work and ability to meet deadlines.
  • Demonstrated aptitude for troubleshooting browser, Android, or mobile software issues.
  • Experience using a ticketing system for supporting software or other service-related technologies.
  • Experience using Aptify for data entry or troubleshooting.
  • Experience using Snagit for building written communication.