Customer Support Expert

4 weeks ago


Charlotte, North Carolina, United States Eliassen Group Full time
Job Summary

We are seeking a highly skilled Customer Support Expert to join our team at Eliassen Group. As a key member of our support team, you will be responsible for providing exceptional support to our clients and their members.

Key Responsibilities

Respond to member requests across multiple channels, including email, chat, social, and/or outbound phone support
Provide consistently excellent support to our members, becoming a Subject Matter Expert (SME) in evolving services and products
Partner with cross-functional teams to identify and prioritize members with intent to engage with our services
Identify issues/feature requests and documentation or training requirements
Other assigned tasks as needed to perform in this role

Requirements

2-3 years of graduated member support service experience, financial institution preferred
Excellent customer service skills with a dynamic personality and member-focused approach
Proactive peer mentor who identifies opportunities and takes initiative or ownership to address
Proven experience in resolving complex customer issues and managing escalations with internal and external teams
Effective communicator in both verbal and written communication
Must be flexible and adaptable to work in a rapidly evolving environment

Preferred Experience

Experience with industry-standard case management tools (SFDC), bug tracking tools (JIRA), and reporting analysis to perform day-to-day support optimization and prioritization

Benefits

We offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance. As a W2 employee, you will be eligible for these benefits if you are regularly scheduled to work 30 or more hours per week.

About Eliassen Group

Eliassen Group is a leading strategic consulting company that provides business and IT services for our clients as they seek to transform and execute strategies that will drive exceptional outcomes. We are committed to positively impacting the lives of our employees, clients, consultants, and the communities in which we operate. Eliassen Group is an Equal Opportunity/Affirmative Action Employer.

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