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Customer Support Specialist
Sandow
Boca Raton, FL, United States
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Material Bank, the world’s largest material library, is seeking a Customer Support Specialistto support designers and architects who are active users of the Material Bank platform.
In this role, the Customer Support Specialist will serve as the primary point-person for user support and customer service. This is no ordinary Customer Support role; Material Bank users are savvy and well-versed experts in their field. As such, they require precise and clear communication that is on-point to very detailed questions. Material Bank operates 24/7 and this role focuses on our second shift, which operates from 4:15pm to 12:15am.
The successful candidate will have a positive customer service attitude, be experienced with user support software and have excellent written and verbal communication skills. Additionally, we are seeking an individual with a track record of supporting basic technical troubleshooting such as web browser related issues. Please note that candidates will be asked to complete a writing sample during the interview process.
Responsibilities:
• Manage inbound requests via email and/or chat
• Manage outbound communications via Zendesk’s user support platform
• Approve site access requests from new users
• Deliver professional, patient and friendly support
• Produce user performance tracking reports
• Support various department administrative tasks, down-time permitting
Requirements:
• 3+ years’ experience in a customer support role
• Excellent written and verbal communication in English
• Experience using a customer service ticket system, such as Zendesk
• Intermediate troubleshooting skills in a fast-paced environment
• Ability to work quickly and accurately with an open and adaptable work ethic
• Participate in 24/7 support and on-call rotation
• Ability to work successfully with limited supervision
• Experience using advanced Microsoft Excel functions is preferred
About SANDOW:
At SANDOW, we push the boundaries of creativity every day. Our mission is to build smart businesses driven by innovation and designers that deliver powerful products, services and experiences to a highly selective audience. Our brands cater to everyone from the country's most affluent individuals to beauty and fashion enthusiasts, from design experts to design devotees.
Whether it's our beautifully produced magazines, our industry events and conferences or our materials library and consulting services, SANDOW informs, inspires and engages discerning consumers and businesses in design, beauty, fashion and luxury.