Customer Support Specialist

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Job Description

The Position:

As a Customer Support Specialist, you’ll work closely with fellow members of our Customer Success team to provide our growing customer base with world-class service and support.  Additionally, you’ll be responsible for performing Quality Assurance duties to identify fraud and ensure our customers and jobs meet established guidelines. You’ll be working as a part of a team to provide world-class support, customer training, correct issues, document feature requests, and manage various customer-facing tasks.  

What you’ll be doing:

  • Provide over-the-top, “white glove”, concierge-level service to JazzHR customers – interacting with customers at all levels
  • Perform Quality Assurance (customer review and job review) according to established processes and guidelines
  • Answer questions and resolve issues daily via telephone, email, chat, and/or remote access
  • Research customer issues in a timely manner and follows up directly with the customer with recommendations and action plans
  • Maintain customer loyalty through integrity and accountability
  • Escalate cases when customer satisfaction comes into question
  • Ensure compliance with standards, methodologies, and techniques
  • Works as part of a high-performance support team to ensure that system enhancements and defect corrections work properly and meet the user’s requirements
  • Provide customer training on JazzHR and JazzHR features
  • Assist with other key projects as needed

What you’ll bring:

  • Bachelors degree in business, IT, or related field
  • 1+ years experience in customer service, customer support, or software support
  • Proven desire and passion to provide top-notch service to all customers
  • Ability to empathize with customers and convey confidence
  • Ability to quickly learn JazzHR and articulate concepts to our customers
  • Dependable and proficient attention to detail
  • Exceptional written (chat and email) and verbal communication skills
  • Excellent multi-tasking skills – you may be handling multiple chats/emails at once
  • Ability to work in a team environment and communicate with the team on a regular basis
  • Ability to work independently and be resourceful
  • An availability that allows you to work a rotating schedule Monday through Friday from either 8 am to 5 pm or 9 am to 6 pm.