ABOUT THE TECHNICAL CUSTOMER SUPPORT AGENT POSITION

As the newest member of the Customer Support team at Rockbot, you will have the opportunity to provide high level, white glove customer service to our ever-growing customer base. In return, you will help us understand our customers' needs by reporting emerging trends learned from working incoming tickets, chats and phone calls. We are looking for someone who is a highly motivated self-starter and who will bring with them a solid background in providing high-level technical customer service in a fast-paced, ever-changing contact center environment.

Our perfect team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite. You thrive in problem-solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You're incredibly organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools._ _

PLEASE NOTE, THIS ROLE IS LOCATED IN DETROIT, MICHIGAN.

Technical Customer Support Agent Responsibilities:

• Answer incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns.
• Maintain a high level of professionalism with clients and working to establish a positive rapport with every customer interaction.
• Update customer information in the customer service database during and after each call.
• Stay updated on product knowledge and be informed of any changes in company policies.

Technical Customer Support Agent Skills:

• 1-2 years experience in a technical or software-based customer support position (email, phone, chat or live).
• Excellent written and verbal communication skills.
• Consistently meet or exceeding productivity, quality, and CSAT metrics.
• Ability to collaborate in a team environment, as well as work as an independent contributor.
• Must be able to prioritize work and manage time effectively; you thrive in a fast-paced, sometimes ambiguous environment.
• You are a self-motivated problem solver, with a can-do attitude.
• Familiar with ZenDesk, G Suite, JIRA, IP Networking, and SAAS applications a plus.