Associate Customer Care Agent

TL;DR

Associate Customer Care Agent: Providing outstanding customer service via phone, email, and live chat with a focus on resolving customer inquiries, troubleshooting issues, and ensuring customer satisfaction. Focus on escalating complex issues to the development team, communicating with internal stakeholders, and informing customers about potential problems.

Location: Core in-office days in our Minneapolis-Saint Paul co-working space are Tuesdays-Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

Company

hirify.global helps organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform.

What you will do

• Provide outstanding customer service mainly via phone, email, and in the future, also live chat.
• Answer general queries, after-sales requests, product, and technical inquiries.
• Take ownership of support tickets and be responsible for funneling them through all process stages until you find the perfect solution.
• Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously.
• Reach out proactively to customers who might face an issue to inform them about it.

Requirements

• Experience in a customer support role with an ability to talk to customers via phone, email, and live chat.
• Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis.
• You are able to communicate on a high level with customers and internal stakeholders, e.g., Sales, Development, and Account Management.
• General understanding of how HTML/CSS works.
• Excellent communication skills.
• You are a tech and smartphone-savvy person.

Nice to have

• Experience with a ticket system (e.g. Zendesk) and live-chat system (e.g. Intercom) is a big plus.

Culture & Benefits

• We offer attractive salary packages including a Long Term Incentive Program.
• We offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608.
• All employees get a yearly budget for external training of $1100.
• 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August to enjoy a summer break (Recharge Fridays).
• Monthly Wellbeing Allowance ($40 USD), from fitness to mental health, hobbies to relaxation.
• We’re offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave.