Customer Support Representative

🔥 14 minutos atrás

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JoVE

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2006

📚 Educação

🔬 Ciência

Education • Science

JoVE é uma plataforma voltada para vídeos que produz e distribui conteúdo científico e educacional em vídeo revisado por pares, demonstrando métodos laboratoriais, experimentos e conceitos científicos. Utilizada por universidades, instituições de pesquisa e empresas, a JoVE fornece milhares de vídeos de protocolos e produtos educacionais (JoVE Journal, JoVE Science Education, JoVE Core, JoVE Lab Manual, etc. ) para apoiar a reprodutibilidade da pesquisa e o ensino de ciências nas áreas de ciências biológicas, ciências físicas, engenharia e campos relacionados.

Descrição

• - Manage large amounts of incoming tickets. • - Provide support to answer inquiries on products. • - Accept and handle technical requests. • - Triage tickets to the other teams. • - Follow communication procedures, guidelines and policies. • - Provide accurate, valid and complete information by using the right methods/tools. • - Build sustainable relationships and trust with customers through open communication. • - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • - Keep records of customer interactions, process customer accounts and file documents. • - Take the extra mile to engage customers. • - Performs other specific duties or assignments as directed by Team Manager.

🎯 Requisitos

• - A Bachelor’s degree completed • - 2+ years of demonstrable experience in customer support roles • - Proficient with ticketing tools ( Zendesk, Jira, Salesforce). • - Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English. • - Ability to communicate with both technical and non-technical personnel in a clear and easy fashion. • - Basic understanding of KPIs and Metrics. • - Attention to detail is key to this position. • - Must be able to accommodate flexible work schedules based on business needs. • - Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.

🏖️ Benefícios

• - A competitive compensation package. • - You will make a direct impact in accelerating science research and education. • - Opportunity to work with global teams and in an environment that promotes innovation and collaboration. • - Our strong promotion from within culture draws a clear path to advance your career with us