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Customer Support Representative
iHeartMedia
New York, NY, United States
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iHeartRadio
Job Summary:
We are seeking a highly intelligent, technical and ambitious individual with a proven track record for excellence to join our Customer Operations family. The successful individual will be a self-starter with a passion for helping others.
We are seeking a highly intelligent, technical and ambitious individual with a proven track record for excellence to join our Customer Operations family. The successful individual will be a self-starter with a passion for helping others.
Responsibilities:
• Deliver above and beyond customer service to our listeners through phone, email, social, app stores
• Champion the needs of the customer by successfully identifying trending issues and feature requests and effectively communicating these with our Product, Marketing, and Engineering teams
• Maintain expert knowledge of iHeartRadio products and services
• Help update public and internal facing help knowledgebase
• Work directly with the Director of Customer Operations to continuously help identify and optimize support processes to both improve the customer experience and increase support efficiency
Required Qualifications & Skills:
• At least 2-years customer support experience in email and phone
• Exceptional technical support and troubleshooting skills in Windows/Mac desktop browsers, Mobile (iOS or Android) and exposure to Home Entertainment platforms (Amazon Echo, Smart TVs, Roku, etc.)
• Excellent verbal and written communication skills, including great listening skills and a strong phone presence
• Problem-solver with proven analytical and critical thinking skills
• Must be self-motivated and possess impeccable time management, organizational, and follow through skills - you may often work on small projects while balancing your everyday workload
• An understanding of what makes for great customer support and advocacy with a focus on achieving outstanding customer satisfaction
Education:
• Bachelor's degree preferred