Customer Support Specialist

We are searching for an outgoing, energetic, and motivated customer support professional to join our team! As a Customer Support Specialist, you will be supporting small to medium-sized entrepreneurs using Point of Rental software. The primary role of the Customer Support Specialist is to deliver an awesome experience to our customers. A qualified Specialist thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers. This Specialist will not solve every problem on their own – but work within POR to assist and delight our customers.

Duties & Responsibilities

• Act as first point of contact for POR customers (Phone, email, chat)
• Respond to customer requests for assistance
• Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards
• Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
• Provide timely follow-up to customers and an exceptional support experience
• Provide thorough and complete case notes and documentation of customer issues
• Prioritize incoming issues and route to the appropriate resources for resolution

Qualifications & Skills

• Excellent customer service attitude
• Team player
• Demonstrated verbal and written communication skills
• Time Management and problem-solving skills
• Attention to detail and ability to collect and document detailed information regarding customer issues
• Ability to listen intently and understand underlying concerns
• Ability to empathize and relate to customers
• Ability to navigate any question or issue and direct customer to the right person or team to assist
• Demonstrated ability to maintain self-control while defusing stressful customer situations (High EQ)
• Ability to multi-task between varied support channels, effectively and professionally communicating with the customer based upon their desired channel (i.e. phone, live chat, email)
• Project Management, technical aptitude, and analytical skills a plus