NA Support Specialist

3 weeks ago

West Hollywood, United States Criteria Full time

Criteria is a technology company that's changing the way organizations find and hire great talent. Headquarteredin Los Angeleswith offices in New York, Brisbane and Melbourne and a large global remote workforce, we're growing quickly. We've been featured on the Inc. 5000's list of fastest-growing private companies in the U.S. for the last seven years and have been recognized as a Best Place to Work by Inc. and Built in LA.

Most importantly, people are at the heart of everything we do. Our mission is to help companies and job candidates connect to do fulfilling, meaningful work together. We hire with the same intention to provide a collaborative, inclusive, and balanced environment where every individual can bring their best selves to work.

About the Role:

As a Support specialist you will provide specific information regarding the services, products or materials offered by Criteria. In this role you will answer phones, provide troubleshooting information, report and analyze customers' information and drive solutions through to completion. You will also play a crucial role in assisting candidates by providing relevant information and support throughout the recruitment process. In summary, you would act as a direct link between our company and its existing and potential customers and their candidates. We are specifically looking for fully remote coverage from 9:00 am - 6:00 pm EST.

What You'll Do:

  • Receive client and candidate inquiries via phone, email and chat; rapidly and efficiently respond to incoming support calls and emails and resolve customer and candidate concerns with empathy and expertise
  • Follow up and resolve all incoming requests to a satisfactory outcome
  • Escalate cases that are unresolved and communicate effectively with relevant team members to ensure timely resolution
  • Document all interactions in Service Cloud (our Salesforce ticketing platform)
  • Drive product improvements and help inform product development initiatives by synthesizing feedback and relaying it to our Product Development team
  • Proactively identify opportunities for improving the customer experience and share those with the Global Support Leadership team
  • Collaborate with other departments and offer internal support on projects
What You Should Know/Have:
  • High school diploma, or equivalent is required. University Degree preferred
  • Minimum of one-year previous customer service experience is preferred;
  • The role is expected to action Level 3 support.
  • Exceptional verbal and written communication skills for telephone and email support is required. High proficiency in English is essential.
  • Inquisitive nature and the ability to learn new procedures, processes, and products
  • Demonstrated attention to detail, excellent organizational skills and follow-through are a must
  • Initiative to work independently and a conscientious approach to tasks
  • Effective time management skills and an ability to work collaboratively across geographies as part of a team
  • Empathy for customers their candidates and a desire to create a positive user experience
  • Computer proficiency in Microsoft Office Suite, and familiarity with other software applications is a plus.

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