CUSTOMER SUPPORT SPECIALIST - Jackson MS


Auction Technology Group
Jackson MS
Job Type: Full Time
Posting Date: 10/25/2024

Customer Support Specialists are the eyes and ears of our businesses servicing both sellers and buyers using EstateSales.NET to market their estate sales and auctions. The team handles over 8,000 customer interactions a month using three channels: phone, email and live chat, and coaching our users to adopt best practices through our help center.

We are seeking an enthusiastic, tech savvy, excellent communicator to join our team. Your main responsibility will be helping to resolve clients' inquiries in a faced-paced environment. Our website is the leading marketplace with a multitude of features, so you can expect to handle a wide variety of interesting interactions, our customers will challenge and expect the best from you. The role suits an individual who is a natural helper and problem solver, willing to work hard, learn and grow quickly, and be part of a dynamic business. This is an opportunity to begin your digital career and be part of the success of a growing, profitable company.

Our teams work in a hybrid environment coming into our Jackson, Missouri office every Monday. Working hours for this opportunity are: Monday 11am - 8pm CT, Thursday & Friday 11am - 8pm CT, Saturday & Sunday 8am - 5pm CT Key ResponsibilitiesProvide product and service support to website users using Zendesk (help desk software) over phone, email and live chat

Use Super (the back end of EstateSales.NET) and other support tools daily, maintaining high data accuracy in these systems

Problem solve or troubleshoot technical customer issues

Communicate bugs or feature requests to internal teams to ensure products are meeting customer needs and expectations

Monitor the website for sales that do not meet terms and conditions or listing policies and see they are corrected or removed

Contribute to maintaining an outstanding customer satisfaction rating (CSAT)

Maintain knowledge of the estate sale and auction industries

Contribute to procedure documents and user guides that promote best practice and ensure consistent service delivery across the team

Communicate ideas and feedback for our products with team leaders

Stay abreast of product development and new feature releases to educate clients on the offering and best practices

Work on a 7-day schedule that includes weekends and holidays Key Requirements1+ year of related experience in a customer support role, ideally on a helpdesk

A detailed knowledge of e-commerce, ideally with previous work experience with a marketplace is an advantage

Strong computer skills with Microsoft Office Suite, web navigation, online conferencing software, and the ability to learn new software

Exceptional interpersonal and communication skills, including active listening and fluent written and spoken English

Service oriented and willing to drill into customer issues or grievances until a resolution is found, and being relentless in pursuit

A strong work ethic and committed to seeing tasks through to completion

Self-starter mindset of being proactive, motivated and organized with great time management skills

Self-motivated to maintain knowledge of the industry

Able to work unsupervised and independently as well as collaboratively with a team

Foster a positive attitude and calm demeanor under all circumstances

Ability to thrive in a fast-paced environment, flexible and willing to pivot as features are delivered


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