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Specialist, Customer Care - Automatic
Sirius XM
San Francisco, CA, United States
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Position Summary:
This isn't your garden variety customer service role. If you're prepared to knock customers' socks off, using every customer interaction as a chance to create a relationship with them. We're looking for someone who flourishes in solving problems, making customers happy and working in a highly collaborative environment. You may be a phenomenal match if you're driven to help people, are an excellent communicator, and have the ability to dive deep into new products and programs to learn them inside and out. You know how to explain something fairly complex in terms an end-user can understand. You'll have enough technical chops to get to the bottom of some of the trickier issues that may come up but will have the instincts to know when it's time call out. You're a quick study and aren't afraid to ask for help when you need it. Bonus points for IoT geeks and car lovers!
It's a deeply supportive and diverse working environment in a fun office right in the heart of SF. Great health care, lots of perks including in-office lunch four days a week, dog-friendly office and a host of super smart & capable people.
Duties and Responsibilities:
• Respond to customer emails via our ticketing system, Zendesk.
• Analyze their data to identify problems.
• Find opportunities to work on special projects as the need arises and time allows.
• Collaborate with our Product and Enterprise Program teams as an advocate for users.
• Communicate with representatives from our enterprise customers' companies -- on scheduled conference calls, in Slack, via email and in occasional in-person meetings when they come out to visit us.
• Identify ways in which program processes, systems, and tools can be improved to better support the end users and the success of the programs.
• Work with a dedicated Customer Care team at Automatic who are excellent at what they do and have fun while they're doing it.
Supervisory Responsibilities:
• N/A.
Minimum Qualifications:
• 4+ years of customer support experience with an emphasis on technical support preferred.
• Prior experience doing email-centric customer support for a tech product or service or enterprise business.
• Track record of being the voice-of-the-customer inside the company.
• Fluency in using, exploring, and discovering new exciting web and mobile apps.
• Equally able to converse with mainstream users, tech-challenged users, and the occasional early adopter gadget geek.
• Experience supporting a consumer electronics hardware product preferred.
• History as an Automatic user and are familiar with the product preferred.
• Familiarity with Zendesk ticketing preferred.
Requirements and General Skills:
• Strong analytical skills.
• Passionate interest in customer support and the role it plays in making a customer-centric team successful.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Excellent written and verbal communication skills.
• Excellent spelling and grammar.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to project professionalism over the phone and in person.
• Ability to handle multiple tasks in a fast-paced environment.
• Commitment to "internal client" and customer service principles.
• Willingness to take initiative and to follow through on projects.
• Excellent time management skills, with the ability to prioritize and multi-task.
• Must have legal right to work in the U.S.
Technical Skills:
• Familiarity with Zendesk preferred.
• Basic SQL knowledge.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.