Customer Support Associate

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