An idealTier 1 Support Specialistis passionate about delivering exceptional service to members and has a strong desire for learning and improving our standards. This role is part of the first line of support in connection to a larger support organization. The right candidate must respond to a large number of incoming requests with accuracy and poise, manage customer expectations with empathy and clear communication while documenting and cataloging each issue with the proper category.
As a successfulTier 1 Support Specialist, your responsibilities will include (though will not be limited to):
Acting as the primary point of contact for inbound member questions and requests
Providing members with exceptional service by understanding their requests and offering accurate, thoughtful, and, timely solutions
Working closely with the on-site Community Management teams to ensure members’ requests are being met
A full understanding of our products, services, and offerings
Liaising with cross-functional departments such as Billing, Facilities, Security, and Building Technology if the request requires additional team collaboration to solve
Quickly escalating urgent requests and questions through appropriate channels and working collaboratively towards a resolution and effective service recovery
Partnering with larger support team to deliver feedback and suggestions to improve member experience
Use knowledge base articles to assist responses to members
Experience and Requirements:
At least 1 year of customer service related work experience
Excellent communication, writing, and presentation skills
Excellent organizational and multitasking skills
Experience using cloud-based software platforms; technologically savvy
Strong preference for candidates who are:
Proficient with Salesforce Service Cloud or similar programs
Who You Are and Key Competencies:
Demonstrate responsibility, accountability, empathy, and high emotional intelligence
Ability to think critically and analytically to offer proactive ideas and solutions that influence change
Possess genuine care for people and patience in hearing member concerns, requests, and questions knowing you have the opportunity to shape their experience
Communicate in an open, collaborative way that fosters teamwork
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