Customer Support Representative
Customer Support Representative
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Job Description
About AppDirect
Become a digital global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product through any channel on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen Be Yourself and Do Your Best Work.
About You
The Customer Experience team is the driving force delivering an unparalleled customer experience to those who have chosen to make the investment in their customers are asking us to solve the most difficult challenges behind supporting remote work; making sure remote workers are set up to be successful in their chosen space.
Our Customer Experience team is the group that not only guides them on their journey but is also their most trusted resource along the way. This team breaks through barriers and works to deliver the best customer experience possible because it is what we would want for ourselves. We aim to take the burden of logistics off of our users across the world while making them excited to have partnered with Firstbase.
We are seeking a Customer Experience Associate to work ET and/or CT time zones to assist our customers with optimizing their experience with Firstbase. We are looking for someone who demonstrates empathy organizational skills as well as problem solving abilities to assist us in the remote work revolution.
What youll do and how youll have an impact
- Respond to and resolve customer queries and other inbound/outbound requests in a thoughtful timely and accurate way - via email.
- Act as a process and product expert being able to quickly and accurately consult users on best practices and how Firstbase operates.
- Create and maintain customer-facing FAQs videos and other support materials in our Help Center. Strive to empower customers to help themselves.
- Collect and share user suggestions as well as pain points directly with the rest of the company (particularly our Product and Operations teams).
- Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements.
What were looking for
- BA/BS degree or similar university education
- 2 years experience as a Customer Support Specialist in physical goods operations companies working with logistics carriers and warehouse operations
- Ability to work quickly and independently with excellent time management skills
- Excellent written and verbal communication skills that can be tailored to a broad range of requesters plus innate follow-up skills
- Experience using Zendesk Jira and/or other help desk software and remote support tools.
- Ability to adapt to new tools and technologies
At AppDirect we believe that innovation thrives in an environment that houses diversity of excellence experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race religion age sexual orientation or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such we strongly encourage applications from Indigenous peoples racialized people people with disabilities people from gender and sexually diverse communities and/or people with intersectional identities.
At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants please read our Candidate Privacy Policy. For more information of our general privacy practices please see AppDirect Privacy Notice: Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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