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Field Customer Support Specialist

2 months ago

Chicago, Illinois, United States Atmosphere News Full time

Field Customer Support Specialist

at Atmosphere News

About Atmosphere:

Atmosphere is the premier and largest free ad-supported streaming television service tailored for businesses, providing original, owned, and operated TV channels alongside Partner Channels from renowned brands. Our platform is uniquely designed with proprietary content, technology, and data to deliver exceptional experiences for businesses and advertisers. Additionally, we offer a paid upgrade for digital signage, enabling businesses to showcase their promotions within the content. Atmosphere originated under Chive Media Group and became an independent entity in 2019.

About this Role:

Atmosphere is in search of enthusiastic individuals to join our outstanding customer support team as we expand. Utilizing our technology and your unique problem-solving abilities, you will assist customers in optimizing their use of Atmosphere. As part of a rapidly growing, mission-driven organization, you will act as the on-site support for our existing clientele, addressing on-site customer inquiries and employing critical thinking to resolve issues, enhance satisfaction, and ensure customer loyalty.

The ideal candidate will possess excellent in-person communication skills, a willingness to travel frequently, comfort with data and CRM systems, and prior experience in customer service or customer success roles. Your contributions will significantly impact the company's success.

We foster a positive work environment that promotes professional development, allowing our support representatives to advance into new roles within the organization. This position will report to the Director of Customer Support and requires daily travel, with hours varying to accommodate customers across diverse industries.

Responsibilities:

  • Deliver high-quality product and technical solutions to assist customers in achieving their objectives with our products and services.
  • Maintain an organized ticketing system and activity records using a CRM.
  • Triage on-site audiovisual issues for customers experiencing challenges with Atmosphere devices or compatibility with their existing AV equipment.
  • Conduct on-site performance evaluations as a means of quality assurance for Atmosphere data feeds.
  • Occasionally support the Atmosphere marketing team with photography; prior photography experience is not mandatory.
  • Expedite issues as necessary and follow up to ensure resolution.
  • Develop, demonstrate, and maintain technical skills to troubleshoot issues, create test scenarios, and investigate problems based on customer product usage.
  • Understand customer concerns and complaints, identify the root causes, and think critically to propose optimal solutions.
  • Analyze and categorize new cancellations to identify trends, suggest solutions, and reinforce customer retention.
  • Achieve and exceed key performance indicators, including the number of on-site visits, tickets closed, ticket efficiency, number of cancellations, customer satisfaction, and percentage of escalated tickets.
  • Encourage teamwork and collaboration across all departments to continually innovate products and enhance efficiency.

Requirements:

  • 1-2 years of experience in customer support, service, or success roles.
  • 1-2 years of experience installing or managing AV equipment for local businesses.
  • Strong in-person communication skills; you will often represent Atmosphere and must present yourself accordingly.
  • Ability to work independently and manage multiple tasks.
  • Ability to lift and carry equipment weighing up to 15 lbs.
  • Possess a strong sense of urgency and the ability to analyze and resolve problems.
  • Passionate about delivering positive customer service experiences and outcomes.
  • Demonstrate sound judgment and decision-making skills.
  • Accept accountability and take pride in your work.
  • Comfortable with travel; this role requires driving to various businesses.
  • Experience with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zendesk, etc.
  • Photography experience is a plus but not required.
  • Must have reliable transportation.

Compensation & Benefits:

  • Competitive salary.
  • Company 401(k).
  • Company equity.
  • Competitive insurance plans.
  • Dynamic office environment.
  • Open vacation policy.
  • And much more.