Job Details
Customer Support Specialist Chicago, IL ****Description****
The Customer Support Specialist is a member of the Hospitality Team and is responsible for managing the Tock customer experience after implementation. This position provides customer-specific guidance and training for Tock customers on how to successfully use the platform for their business. The Customer Support Specialist will build and manage relationships through direct interaction with customers via emails, calls, messages, and virtual training sessions. Through ongoing training, Managers develop expertise in Tocks services, processes, and policies. The successful candidate is an individual that demonstrates excellent communications skills, thrives in a fast- paced environment, and enjoys thinking outside the box. Each Manager is responsible for proactively developing solutions for customers and identifying trends in overall service delivery to produce the best possible customer experience.
* Develop and facilitate customized virtual training sessions for customers based on individual needs
* Reproduce and troubleshoot software and data issues in test environments and by reviewing logs & queries
* Manage the escalation of incidents in a timely and efficient manner, following established guidelines; ensure incidents are accurately reported to management, and ensure each incident is formally documented for customers
* Maintain knowledge of Tock application, supported devices, third party integrations, processes, and policies and effectively communicates these to the customer
* Collect and share customer feedback with internal teams and recommend creative solutions to improve the customer experience
* Create and maintain articles for Tocks external Help Center
* Provide regular two-way communication between the customer and Tock leaders, to provide strong team representation and set proper customer expectations
* Serve as Tocks customer-facing point of contact, representing Tocks brand and setting proper customer expectations
* Collaborate with teams such as Account Management, Engineering, Design, Sales, and Marketing to ensure customer satisfaction
****What were looking for****
* Passion for achieving customer satisfaction
* High level of initiative and works well in a team environment
* A quick learner that thrives in a fast-paced, high energy environment and is comfortable managing a wealth of information
* Strong interpersonal skills and high emotional intelligence
* Ability to calmly lead escalated customer situations to resolution
* Excellent organizational skills, multi-tasking skills and attention to detail
* Support customers from multiple countries in a 24x7x365 environment
* Experience with web, voice, email, and instant messaging tools
* Experience with Salesforce, G suite, and Google Analytics
* Excellent leadership, collaboration, and communication skills
****What we offer****
* Competitive salary
* Full benefits (medical, dental, vision), 401k
* Paid time off
* Paid parental leave