Customer Support Associate

Job Description

Responsibilites - Daily interaction with Partners to help them use the SproutLoud application Become fully educated and continue education upkeep on SproutLoud technology while developing application proficiency Assist Partners with placing orders, opting into automated programs, and troubleshooting technical issues Follow approved process when working in Zendesk with proper categorization of tickets, follow up and follow through on requests Keep Harvest timer up to date and accurately reflect time spent on Zendesk Communicate to team members, Team Leads, Manager and Client Relationship Managers (CRMs) on impediments and features needed by Network users R Meet or exceed all department KPIs. Answer incoming calls from customers, responding to questions in a prompt and professional manner, ensuring the customer receives the highest level of service. Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures. Understand the company's products or services to effectively address client questions and concerns. Identify customer needs through active listening, researching issues, resolving problems, and providing solutions. Document calls in the call center database. Follow specific scripts or call flows to ensure accuracy of information provided. Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer. Attend training sessions and team meetings to enhance skills and knowledge. Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary. Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions. Show a willingness to learn new things and adapt to company guidelines and procedures. May perform other administrative duties as assigned. Required Skills/Abilities: Strong phone and verbal communication skills along with active listening Exceptional communication and interpersonal skills. Empathy and customer-oriented approach. Ability to handle multiple tasks and prioritize effectively. Proficient in call center software and technology. Experience with Zendesk is a plus. Strong problem-solving skills to address and resolve customer issues efficiently. Proven track record of reliability