Associate, Labor Customer Support (Contract, Hybrid)
Job Description
Workrise is the network that powers the energy industry. By making it easier, faster, and safer to do business in energy, we are accelerating the pace of growth and innovation, and empowering the industry to do more - both for society and for the planet - than ever before.
Workrise is hiring a Customer Support Associate that will assist customers by providing inbound / outbound phone, chat, and email support. The ideal candidate for this role is someone who can manage multiple tasks simultaneously, build strong cross functional relationships, and communicate effectively and efficiently with Workrise’s customers. This role will be non-exempt and will report to the Lead, Outsourced Operations. This is a hybrid role, requiring three days in office each week.
Why Join us? Our Labor Customer Support team at Workrise plays an essential role in supporting customers as they use our products and services. This role will provide unique opportunities to think strategically about the issues that our customers encounter and implement proactive support solutions to help propel our business forward.
What you’ll be doing:- Reactive Inbound / Outbound Support.
- Use tools including ZenDesk, Slack, and Workrise’s enterprise telephony system to conduct internal and external communications pertaining to customer tickets
- Aid cross functional partners in the resolution of customer issues
- Aid in troubleshooting with customers who are facing issues on the Workrise platform
- Proactive Support
- Recognize trends in customer issues and work with the Customer Support Manager to develop strategies for issue avoidance
- Work with the Customer Support Manager to lead and measure the effectiveness of projects to improve the customer experience
- Drive Internal Process Improvements
- Make suggestions and drive solutions to enhance Support Associate workflows Including the creation of ZenDesk Macros, SOPs, and Help Center articles
- A highschool diploma and/or relevant work experience
- 1+ year of experience working directly with customers in a service or operations capacity. Intermediate proficiency with Google Suite (docs, sheets, slides)
Additional experience preferred, but not required:
- Experience working cross functionally at a start-up
- Experience working with CRM, ERP, Telephony, or Ticketing System(s)
- Experience using basic reporting to create dashboards and inform decision making
- Regular, on-time attendance
- Ability to communicate effectively
- Ability to use office equipment such as a computer, copier and telephone
- Ability to use office computer programs such as e-mail, Google Docs, Microsoft Word, PowerPoint and Excel
- Constantly remaining in a stationary position, often standing or sitting for prolonged periods
- Ability to manipulate office equipment such as a computer, copier and telephone
Workrise is uniquely positioned to make an impact on the energy transition, which is arguably the biggest challenge of our generation. Our clients are leading the charge. Through innovation and advancement in technology, we are creating solutions to help the industry do more today and meet the demands of this global challenge tomorrow. This is what we think about every day when we come to work.
We recognize that making an impact matters to you and we believe in providing an environment that fosters your growth. We use data to drive our decisions and improve the experience of the workers and clients we serve. With mutual respect for each other, we continually collaborate to find the best solution.
We support you with:Talented peers who can help bring out your best & the opportunity to significantly impact the lives of skilled laborers.
For eligible roles:
- Flexible paid time off for full-time employees
- Excellent medical, dental, and vision insurance
- 401(k) with company matching contribution
- Flexible remote work support where applicable
- WFH set-up contribution
- Wellness allowance
- Learning opportunities
- Financial planning support
- Parental leave
- Opportunity to earn bonus, commission, and/or equity
Workrise is committed to providing an environment where all people feel belonging, mutual respect, and the freedom to be their authentic selves. We welcome applicants of all gender identity and expression, sexual orientation, neurodiversity, educational background, religion, ethnicity, disability, age, veteran status, and citizenship. We’d love to learn what you can add to our team.
Who we are:
What began as a workforce management platform for Oil & Gas has since grown to serve the biggest companies in energy across both workforce and vendor management, absorbing much of the supply chain complexity these energy companies face and making it easier, faster, and safer to get work done. To date, Workrise has raised over $750M in funding from Founders Fund, Andreessen Horowitz, Bedrock Capital, Brookfield, and Baillie Gifford, along with others, and will continue to use these investments for strategic growth.
We’d love to share more through the interview process and look forward to learning more about your journey.
Date Posted
11/07/2023
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