Customer Support Analyst - United States
Customer Support Analyst - United States
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Job Description
As a Customer Support Analyst you demonstrate a unique combination of interpersonal skills and technical proficiency in engaging with clients through various communication channels including phone video meeting chat and email. Your primary focus will be to assist clients navigate through Mews and solve any issues related to the usage of our system and products. The role presents an opportunity for you to immerse yourself in a dynamic environment gaining extensive knowledge and invaluable experience in a tech company with a start-up vibe.
Your mission should you choose to accept it:
Develop an in-depth understanding of Mews solutions to provide customer support for technical issues via chat messaging email and phone.
Become a Mews ambassador to ensure customers and partners derive maximum value from our products.
Demonstrate consultative skills by proactively working with customers to enhance their usage and efficiency.
Build rapport with key customer and/or partner contacts across territories or accounts as required.
Maintain thorough case documentation and adhere to Mews communications and quality standards across all channels.
Provide remarkable customer service to ensure high customer satisfaction as reflected inCSATscores and Internal Quality evaluations.
Follow and adhere to Standard Operating Procedure (SOP) guidelines pertinent to role responsibilities.
Effectively utilize tools such as Salesforce Aircall and Omnichannel to provide support.
Effectively use internal collaboration channels to address customer issues.
Effectively balance multiple issues and priorities simultaneously
Continuously improve the knowledge database by writing and suggesting amendments to current articles.
Youll be a great fit if you bring a few of the below with you:
Higher Education preferably in Hotel Management / IT / Business
Native or fluent in English (any other languages a plus!)
Professional experience in a technical customer support role or similar
Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
A commitment to continuous learning
Ability to effectively balance multiple priorities and effectively collaborate in a team environment
Experience in hotel operations
Ability to take feedback learn quickly and adapt to new situations
Unrestricted Right to work permissions in United States
Willingness to work in shifts as we support our customers around the globe 24/7
Ability to work in a fast-paced environment
Ad hoc duties as assigned by your manager related to the scope of this role
Required Experience:
IC
Employment Type
Full Time
