CX Streaming Camera Product Specialist
Job Spec
- Providing contracted support to customers using a streaming camera for online store and technical support. Responding directly to support tickets via the CRM in any established support channels that cover: Web/Chat/Phone/Direct email.
- Help develop "Best Practices" for the treatment and processes involving customers inquiries in conjunction with our clients needs.
- Execute on the implementation of standard policies and procedures for daily practices of customer interactions as well as support of the streaming camera and it’s associated products.
- Monitor Ticket volume inquiries for both e-commerce and its majority technical support. Assist in developing knowledge and communication skills necessary for professional interactions with customers through verbal or written guidance.
- Maintain efficiency and improve performance through managing macros/templates.
- Report on performance metrics to track and improve escalations.
Product/ Software troubleshooting.
- Assist customers by creating shipments or arrange RMAs to ensure customer satisfaction.
- Assist in the achieving and maintaining 80% or higher customer satisfaction ratings on feedback from customers.
- Respond to tickets within 8 - 16 business hours.
- Help generate FAQ content and assist in managing the database as new products or updates roll out.
- Principal languages that will be supported but are subject to change based on the decision of the client currently managed using Translation tools for non English Cases.
English
German
French
Spanish
- Hours of Operation: 9 AM - 5 PM (GMT/GMT +1) except on UK national holidays with reasonable adjustments required to accommodate interactions within different time zones.
- Product Specialists services for the following Product categories:
Streaming Camera Product
Streaming Camera Software
- This support is delivered across the following channels:
Zendesk
Email
- Tools that will be provided to perform functions are:
Zendesk
Google services
Job Type: Full-time
Pay: £25,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Sick pay
- Store discount
- Work from home
Experience:
- Customer support: 2 years (preferred)
Work Location: Remote
