CUSTOMER SUCCESS REPRESENTATIVE – FULLY REMOTE
As a Customer Support Specialist, you will be responsible for working directly with Golden Insight Solutions customers, across all product lines and all customer channels. You will partner with our customers to resolve issues and attend any inquiries. You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication & tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes.
In This Role, You Will
- Communicate with customers via phone and e-mail, to act as a key point of contact, to effectively resolve issues, always adapting to fluctuations in the volume of incoming inquiries.
- Communicate thoughtful, empathetic, and complete resolutions tailored to each customer.
- Collaborate within Golden Insight Solutions to achieve efficient results for our customers, with a view to maximize customer retention and capitalize on growth opportunities.
- Be a role model and a trusted advisor by showcasing Golden Insight Solutions values and a customer centric approach in every customer interaction.
- Be able to enjoy the flexibility and work-life balance which a full time yet fully remote role can bring.
We Are Looking For People Who
- Are fluent in English.
- Are self-motivated, always curious, and consistently eager to learn, with a growth mindset.
- Are performance oriented and demonstrate a strong customer first mentality by providing high quality service to a consistent number of customers daily.
- Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve issues for our customers in the most efficient way possible.
- Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role.
- Are able to carefully listen to customers specific needs, understand our business and troubleshoot immediate issues, and be willing and able to learn and leverage emerging technologies, to provide best in class support.
- Are motivated by building technical skills and acquiring in-depth knowledge about our uniquely varied service offerings.
- Work a fixed timetable, predominantly based on your location, but subject to change based on business needs and reflective of the needs of your customers.
What Onboarding/this Job Looks Like
- First 5 days: Get to know Golden Insight Solutions as a company. Set up your accounts and learn all about your new workplace.
- 30 days: Learn the ins and outs of how the support team operates. Take practice and real customer cases, and sharpen your communication skills. Get to know your teammates and team leads.
- 90 days: Deepen your expertise and learn about our various channels of communication.
- 180 days and beyond: You’re ready to fly on your own. You still have plenty of support but your independence will be shining!
Skills And Experience
- Motivated by customer-facing interaction.
- A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them!
- Solid communication and writing skills. We need to be quick, clear, concise, and friendly
- Time management and organization. There are lots of moving parts and it is important to pay attention to the right ones at the right time.
- A desire to learn and grow. Constant change and growth are the only thing you can count on in this industry. This is exciting if you are open to it.
- An interest in, or understanding of, basic Internet, information technology and hardware technology. You don’t need to be a master of any, but the more you understand, the simpler it will be to deal with the variety of issues our customers may be facing