Hybrid Details:
Onsite 2 days/week
Duration:
5 months to start
Job Description
The role of the Contractor will be to assist the internal team and our call center partner with daily operational tasks related to ticket queues, online help, and other project work as needed.
Major Duties:
- Monitor customer support ticket queues and assist with responses as needed Handle and/or route ticket escalations
- Communicate with teammates about critical situations as they arise
- Work with Customer Service partner and internal digital team to ensure that trainer has everything they need to prepare agents for new releases
- Assist with writing and updating online help articles as new features and enhancements become available
- Assist Customer Service Representatives in troubleshooting issues that require special handling
- Work with Customer Service partner, Ticket Office staff and Command Center on tasks leading up to and during the event
- Performs other related duties as assigned.
Qualifications:
- College degree or equivalent experience
- 3 years of experience in Customer Care
- 1 year of experience using Zendesk or comparable Customer Care platform
- Excellent verbal and written communication skills
- Approachable, easy to work with, willing to help, open to learning
- Ability to understand the features of a system and write/update step-by-step help articles
- Takes ownership of tasks and delivers on time
- Strong knowledge of Google suite (Docs, Sheets, Slides, Forms)
- Must be detail-oriented
#LI-Hybrid
