Customer Success Specialist
Kforce has a client that is seeking a Customer Success Specialist in Atlanta, GA. Overview:
- Helping customers resolve their issues and following up to ensure satisfactory resolution
- Championing customer needs in a manner that conveys empathy and builds lasting relationships
- Participating in daily team meetings to update on issues, key learnings and new tasks
- Working in a fast-paced environment that may require prioritizing competing requests
- Constantly looking for ways to improve processes and being empowered to help implement these changes
- Working in a small team environment where everyone has a voice
- Responsible for taking technical support phone calls from retail store employees & managers
- Responsible for assessing, solving, and escalating any and all issues that come to your phone
- Responsible for logging all communications via ZENDESK
- Responsible for contacting stores that do not upload or have issues uploading
- Responsible for contacting stores for equipment/software updates (via phone or PC access)
- Responsible for being available for Tech Support during scheduled hours
- Responsible for assisting with in-office tasks (if applicable)
- Prepping equipment for shipping (if applicable)
- Testing and checking in returned equipment (if applicable)
- Experience with Microsoft Suite, Zendesk, Trello or SCRUM/Lean principles is a plus
- Ability to maintain a positive upbeat attitude regardless of external stressors
- Ability to multi-task and have strong verbal and written communication skills
- Ability to create action plans to drive customer issues to successful resolution
- Ability to work independently within guidelines provided, but without constant supervision
- Ability to work weekends, holidays and evening hours
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