Customer Support Specialist

Job Details

Job Location
Leap LLC - Columbia, MD

Position Type
Full Time

Job Category
Customer Service

SUMMARY

The Customer Support Specialist is responsible for responsible for providing support to Leap customers through phone, email and chat mediums. This role is a great opportunity for anyone interested to join a fast-paced culture and grow within an organization. Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry.

RESPONSIBILITIES

• Provide timely, professional, and accurate responses to clients who submit questions via phone, email, or chat
• Enter all correspondence and necessary information related to a case into the case management system (Salesforce)
• Provide support to customer onboarding team
• Collaborate and follow-up with the product team on cases that require escalation
• Author articles for customer-facing help documentation including FAQ's, troubleshooting tips, best practices, instructional videos, etc.
• Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received

KNOWLEDGE & SKILL REQUIREMENTS

• Associate/Bachelors degree or equivalent experience required
• 1-2 years of experience serving in an external client-facing role supporting clients via phone or email
• 1-2 years of experience using, supporting, or troubleshooting web-based applications
• 1-2 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
• Excellent written and verbal communication skills
• Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
• Strong technical, analytical and troubleshooting skills
• Works independently to solve problems
• Strong organizational skills
• Outstanding attention to detail and accurateness
• Ability to manage and prioritize multiple tasks simultaneously
• Working knowledge of incident tracking software and reporting capabilities
• Ambition, drive, and ability to learn quickly and adapt to change
• A team player willing to help others
• Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction

PREFERRED EXPERIENCE

• MS Excel
• Salesforce
• iOS Apple Products

CULTURE

We have an AWESOME culture at Leap! Our open office layout is in a brand-new space located in Columbia, MD. Our high-energy team is innovative and passionate about our product and our brand.

Leap is an Equal Opportunity Employer.

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