Customer Support Rep Job – Plano, TX

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Why You'll Love This Job

Lead Product Support Agents are experienced Subject Matter Experts (SME) responsible for providing outstanding 2nd level support across multiple products. Lead Product Support Agents will own the process for escalated customer issues. They will work cross functionally and directly work with customers to quickly address their concerns. The Lead Product Support Agent provides assistance to their teammates and is responsible for helping their teammates achieve the team goals and provides exceptional support experience. In addition, Team Leads provide direct support through various channels when needed including phone, email, chat, web, text and client portal.

Skills & Qualifications

  • Undergraduate degree or equivalent combination of training and experience in a customer/ or technical service role preferred but not required.
  • At least 2 years of technical/customer support center experience.
  • Bilingual-English/Spanish desired.
  • Excellent communication and listening skills
  • Self-motivated; able to learn on own initiative.
  • Document customer interactions through the ticket management system.
  • Manage situations that require real-time solutions and setting clear expectations on resolution plans
  • Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics
  • Document and share product knowledge solutions when applicable
  • Excellent attention to detail and organizational skills
  • Good time management abilities with ability to multi-task
  • Build and sustain strong relationships with cross functional departments in order to troubleshoot escalated customer issues
  • Diffuse highly emotional situations
  • Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps.
  • Perform additional duties as required

Job number: 6012

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