Customer Support Specialist

Department: Support

Employment Type: Permanent - Full Time

Location: Clearwater

Reporting To: Drew Lambert

Compensation: $40,000 - $50,000 / year

Description

Enumerate is looking for a Customer Support Specialist to provide best in class support to customers. The ideal candidate is someone who understands the importance of an excellent customer experience. A Customer Support Specialist is a guru in handling customer support needs and feels confident being the face of Enumerate. They identify customer problems and decide when an issue must be escalated with the goal of providing superb customer service to our clients. This position reports to the department Team Leads, who report to the Director of Support.

Key Responsibilities

• Provide prompt, high-quality support.
• Answering customer questions in a timely and accurate manner via phone or Zendesk ticketing system.
• Giving solutions advice and guiding customers through the features and functions of a product.
• Uses excellent communication skills to deal with difficult situations and finds effective solutions to customer inquiries. 
• Keeping a good working relationship with customers.
• Working in collaboration with other staff members to ensure that all company rules and regulations are consistently followed.
• Assessing customers and communicating their feedback on the products with peers and leadership.
• Ensuring appropriate customer follow-up to ensure that their technical problems are resolved.
• Other duties as assigned.

Skills, Knowledge & Expertise

• Required: a minimum of 2 years of proven experience in a customer experience position
• Preferred: proficiency in Microsoft Office and ZenDesk 
• Preferred: experience with accounting and/or property management terminology  
• Excellent interpersonal and communication skills, both written and verbal, while also being proficient in de-escalation techniques
• Proven multitasker able to work in an omnichannel environment
• Independent problem solver, a mindset for troubleshooting
• Customer experience trail blazer, an advocate for those they serve