Customer Support Representative

Summary

The job description is for a Customer Support Representative at LeafLink, a US-based unified B2B platform. The role involves assisting users across all solution lines, collaborating with experts, and hitting performance targets.

Requirements

• 1+ years of experience with customer support for a technology platform
• Track record for supporting customer service function while a company is growing at scale
• Experience with servicing multiple business lines and users across multiple platforms
• Ability to partner with business teams on commercial concepts and distribution strategies to ensure a collaborative customer engagement approach
• Excellent communication skills to respond to users through email, ticketing system, and phone
• Proven track record of learning new processes and platforms as the business evolves
• Experience using Zendesk required with Excel, Jira, and/or Salesforce preferred

Responsibilities

• Use support platforms (Zendesk, Salesforce, Zoom, etc.) to respond to user tickets, issues, and inquiries and log customer activities, interactions, and requests
• Execute policies and procedures to facilitate a high-quality support experience for customers across solution lines
• Hit performance targets and ticket quality goals including but not limited to first reply time and customer satisfaction rating (CSAT)
• Utilize Jira to consolidate, solidify, and share end-user product feedback with the product team
• Be a power user of and for LeafLink’s Marketplace to develop and maintain a thorough understanding of the product and internal systems
• Help end users and colleagues succeed through knowledge sharing and identifying creative solutions and workarounds to multiple workflow needs
• Problem solve to provide the best solution for a customer where a workaround, creative solution, or alternative approach may be recommended
• Review registrations from prospective retailers and license update requests from existing customers, cross-referencing state databases and guides to confirm whether each can be approved
• Collaborate closely with Senior Customer Support Specialists to ensure that ticket responses pertaining to the Marketplace are clear and of the highest quality
• Complete data entry projects as identified
• Performs other related duties as assigned