Customer Service Tier 1 Associate

Summary

Join Helium 10 as a Customer Service Tier 1 Associate and be the first point of contact for our users, addressing their concerns and inquiries with efficiency and empathy. You will handle and resolve customer issues via various communication channels, utilizing our software suite. This role requires strong communication, problem-solving, and teamwork skills in a fast-paced environment. You will collaborate with internal teams, offer feedback for improvements, and participate in training sessions. The position requires at least six months of customer support experience and fluency in English. Based in the Philippines, you'll enjoy a work-from-home setup and competitive benefits.

Requirements

• Be highly organized, detail-oriented, and capable of managing multiple tasks simultaneously
• Possess strong communication skills, both oral and written, with fluency in English
• Be a fast learner with a knack for efficiently understanding and solving customer issues
• Be a team player who thrives in a fast-paced, dynamic environment
• Be dedicated to providing exceptional service and contributing to the success of the Helium 10 community
• Be able to work under pressure with minimal supervision
• Be based in the Philippines
• Have at least six months of experience in customer support (email and chat)
• Be proficient in English, both oral and written
• Be willing to work on a flexible schedule, including shift changes, weekends, and US and Philippine holidays
• Have a stable internet connection with a backup plan
• Have a laptop/PC with at least 8GB RAM and a processor equal to or better than Intel Core i5 or AMD A8 7600

Responsibilities

• Provide first-level contact and convey resolutions to customer issues
• Handle and resolve customer complaints or inquiries via email, chat, and other communication channels
• Identify, research, and resolve customer issues using the Helium 10 software suite
• Escalate complex problems to Tier 2 or other specialized Team support while managing customer expectations and communication effectively through all stages of the escalation process
• Offer feedback to internal teams, including Support, Product, and Engineering, on tooling, processes, and potential areas for improvement to enhance customer satisfaction
• Collaborate closely with Sales and Success teams to provide comprehensive support and ensure a unified customer service experience
• Conduct or participate in training sessions to enhance product knowledge and customer service skills

Preferred Qualifications

• Have knowledge of e-commerce platforms and PPC advertising
• Have familiarity with ticketing systems like Zendesk, Slack, or Jira
• Have the ability to use Microsoft Office and other relevant software

Benefits

• Competitive salary of $3.65 per hour with potential annual performance-based increases
• Work-from-home setup
• Annual bonuses and a comprehensive benefits package, including HMO for the contractor and immediate family after three months
• Opportunities for personal and professional growth within a supportive team environment