Customer Support Tier 1 & Social Media Job at MyZone in Chicago

Job Summary

• Entry-level customer support position, provides customer service and resolves technical issues by offering solutions, explanations, and options through email on Zendesk platform. This position also includes responding to our active Social Media community across all channels (Twitter, Facbeook, Instagram and LinkedIn). Eligible for promotion into higher levels based on performance and Myzone product knowledge base. Further tiers would include handling phone calls with clients and live chat. This position will

General Duties

• Provides customers' information about products or services, takes or enters orders, cancels accounts, or obtains details of complaints.
• Must hit weekly case goals while also maintaining a high customer satisfaction score
• Provides troubleshooting steps and guides to customers who are experiencing product issues.
• Ensures full customer satisfaction and maintains a friendly, helpful demeanor.
• Attends Support training to build knowledge base and skill in Myzone products
• Identifies and prioritizes problems and issues related to service area.
• Maintains close contact with customer to give updates on progress toward resolution of issue or service request.
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers unresolved customer issues to designated departments for further investigation.
• Keeps records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Respond to Facebook and Twitter posts and inquiries, like, comment on and reshare Instagram posts and stories.
• Assist with upkeep of Social Media trackers.

Job Qualifications

• Education: Associate’s, Bachelor’s or equivalent
• Experience: 1-2 years of related experience
• Experience with Zendesk preferred
• Ability to identify problems quickly, and solve cases efficiently
• Proficiency with keyboard/typing
• Familiarity with Outlook and other Microsoft Office programs
• Basic Familiarity of social media platforms and/or a genuine desire to engage with the Myzone community via social media.

Skills

• Excellent verbal and written communication—able to effectively use tone in writing to convey empathy while providing information.
• Comfortable with live chat or phone troubleshooting
• Service-orientated
• Critical thinking
• Active listening
• Easily adaptable
• Avid learner

Myzone is an equal opportunity employer. Myzone does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

*Though currently located remotely, our offices are located in downtown Chicago and once we are able to move back into our offices employees will be expected to work from the Chicago office location.