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Customer Support Specialist, Global Internships

Intrax

Customer Support Specialist, Global Internships

San Francisco, CA
Internship
Paid
  • Responsibilities

    Customer Support Specialist The Customer Support Specialist will manage on-program support services for international interns and trainees in the United States. The Customer Support Specialist will develop and maintain the processes necessary for monitoring and ensuring the continued health, safety and welfare of all on-program participants. The Customer Support Specialist will interact with participants daily and communicate with other team members and partner offices as needed regarding participant support cases. Essential Functions - Serve as main point of contact for on-program participants and host companies (email, phone), and provide on-program support for a successful program experience - Maintain participant data for accurate and timely reporting to the Student and Exchange Visitor Information System (SEVIS) database - Ensure that standard procedures are adhered to and up to date - Ensure accuracy of data entered into Salesforce and assist with maintaining detailed records for participant-support cases - Review escalated cases with Program Director and prepare case reports for the Department of State - Serve as Alternate Responsible Officer (ARO) for Intrax Intern and Trainee Programs Additional Responsibilities - Process check-ins, early departures, and program evaluations - Review extension and transfer requests in a timely manner - Share responsibility for answering after hours emergency phone - Advise program participants and host companies on J-1 visa regulations Required Experience - Bachelors degree or equivalent experience - 3-5 years of experience in a customer service role, handling a high volume of phone and email inquiries and sensitive personnel issues - Knowledge of Salesforce or similar CRM - Knowledge of Microsoft office and Outlook Knowledge, Skills and Attributes - Capacity to deliver exceptional customer service - Must be organized with good project management, sales and strategic planning abilities - Excellent verbal and written skills - Must have strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with various levels of management - Project management skills - Must be able to work as part of a team and independently - Must possess strong analytical and math skills - Proven ability to handle escalated issues - Prior dealing with international students preferred Travel - Domestic travel (limited)