OR
Client Success Advocate responsible for maintaining customer service standards for Orion’s technology and service. Facilitating advisor transition from customer to promoter with a focus on solution - oriented support.
About the role
- You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
- Customer consultation calls , tech troubleshooting, escalations and investigation
- Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
- Ensure proper and timely escalation of issues to meet internal and external expectations.
- Support, replicate, flag, and update information on high-impact issues (e.g., LS down, tools down), assisting with the investigation process.
- Assist with and take over difficult/tricky product tickets as needed. This includes handling phone calls and screen-sharing sessions with NOS for complex cases.
- Check live streams on a schedule to ensure they are functioning correctly and flag any potential issues.
- Shadow/reverse shadow newbies for product knowledge and act as a buddy to help bridge the gap between agents and TLs during training.
- Identify opportunities and recommendations for continuous process improvement.
- You are expected to deliver service excellence and maximize customer satisfaction.
- Work with the external team to stay updated on product and service knowledge.
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- At least a bachelor’s degree in any field you’re passionate about!
- 3 years of customer service experience (may it be email, phone, or chat support).
- Previous experience supporting SaaS products.
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
- Excellent reading comprehension, and verbal, and written communication skills.
- Strong and effective phone contact handling skills.
- An ability to understand and communicate complex ideas to customers, both verbally and in written form.
- Knowledge and experience with Intercom CRM is a plus.
- Aptitude to quickly learn and navigate new technology, systems, and applications.
- The ability to accept feedback gracefully and with an open mind.
- Intermediate understanding of common Customer Experience best practices.
- Customer orientation and ability to adapt/respond to different types of characters.
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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