Overview

We are looking for a Customer Happiness Agent, who is a natural problem solver and people pleaser.  You love getting to know people and learning new ideas.  You understand technical speak and can convey technical jargon in laymen’s terms.  You champion the customer’s voice and love taking feedback upstream.

Duties

• Provide first contact resolution and proactively follow up with customers through multiple contact channels
• Build relationships with our customers and a community of support by sharing knowledge and insight among team members
• Troubleshoot technical issues and report bugs and feedback to our Product & Engineering teams
• Assist our Social Media team as needed
• Improve and enhance our internal processes and systems as needed
• Craft and edit helpful support documentation 

Qualifications

• 2+ years of technical support experience in a contact center environment or similar role
• User-facing and customer support experience
• Strong written and verbal communication skills
• Excellent time management skills, strong organizational skills and attention to detail
• Ability to work independently, self-motivated, establish priorities and demonstrates good judgment skills
• Ability to be empathetic yet efficient, articulate, patient and creative 
• Proactive mindset that constantly seeks feedback and input; actively listens to others
• Interest in technology and connected devices
• Experience troubleshooting mobile application issues
• Experience communicating complex customer issues to development teams
• Ability to work in a fast-paced environment, managing multiple projects and performing under pressure
• Broad understanding of the internet of things
• Experience with customer relationship management systems
• Experience with community building best practices
• Ability to identify, characterize, reproduce and resolve bugs