Customer Resolution Specialist

Description

Position at MOZ Group

Customer Resolution Specialist

Campaigner is a Ziff Davis brand, offering a full-featured email and SMS marketing platform for businesses to engage their customers. With over 20 years in business and a global reach, our experienced team of experts help customers of all sizes achieve the best possible ROI with email and SMS marketing, backed by a highly scalable platform

We are seeking a dedicated and enthusiastic candidate to engage with our growing number of end-users through phone, chat, and email, addressing technical and billing inquiries related to their email marketing accounts.

Key responsibilities include problem identification, triaging and resolution; implementing retention strategies for clients considering cancellation; and actively participating in the customer support ticket triage process. Effective communication with their team of agents to resolve escalated tickets is crucial.

The successful candidate will play a key role in supporting high-level Campaigner clients. This position involves direct interaction with both internal and external customers, including potential clients, to ensure their needs are met effectively and professionally.

The role also involves monitoring and reporting product bugs, providing exceptional customer and team support, and acting as a subject matter expert for various teams within the organization. Enthusiasm, energy, and prior call center experience are essential for success in this position.

Responsibilities

• Provide timely and precise responses to technical and billing inquiries from both customers and internal teams.
• Manage and nurture high value accounts and high-profile corporate clients with professionalism and attention to detail.
• Oversee ticket management and ensure swift resolution, adhering to service level agreements (SLAs).
• Monitor and promptly respond to customer emails through Salesforce queues, ensuring a seamless customer experience.
• Demonstrate exceptional multitasking abilities in a dynamic and fast-paced environment.
• Proactively inform relevant departments of any identified issues or outages, including updates on resolutions.
• Gain comprehensive knowledge of company products to efficiently troubleshoot and resolve customer concerns end-to-end.
• Maintain client schedules and ensure adherence to service level requirements to uphold quality service.
• Log all customer interactions in Salesforce and develop troubleshooting resources for future reference.
• Collaborate with cross-functional teams, including Client Success, Account Management, and Sales, to ensure prompt issue resolution.
• Complete additional tasks as directed by management to support overall business objectives.

Job Requirements and Experience:

• Minimum of 3 year’s experience in Technical Support or Inbound Call Center (previous .com experience preferred).
• Experience with Salesforce, Dialpad (or any other phone software) is desired though not essential.
• Excellent communication skills in English (oral and written).
• Proficiency in PC applications, including MS Word, Excel, and Outlook.
• Experience in resolving basic user-related technical problems over the phone.
• Ability to work both independently and collaboratively within a team.
• Experience using Salesforce is an asset.
• Macintosh experience is a plus but not required

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