Matterport is hiring a
Sr Customer Support Specialist

Summary

The job description is for a Customer Support Representative role at Matterport. The position involves handling customer inquiries, placing orders, and resolving issues. The ideal candidate should have at least 2 years of relevant experience in customer service, preferably in Real Estate or Technology company.

Requirements

Minimum of 2 years of relevant experience in customer service

Responsibilities

• Answer customer support inquiries accurately and professionally through inbound phone calls, chat sessions, SMS, and emails
• Place/Schedule new orders via the online order system and inbound phone calls, ensuring all details are correctly entered and processed efficiently
• Utilize and manage numerous calendars, providing accurate availability to clients
• Navigate and utilize various scheduling tools to enhance our service efficiency and client satisfaction
• Serve as the first level of issue resolution, addressing and resolving customer concerns promptly and effectively
• Maintain comprehensive knowledge of products, services, and promotions to provide informed assistance to clients
• Escalate complex issues to the appropriate departments when necessary, ensuring timely follow-up and resolution
• Document all client interactions and transactions thoroughly in the CRM system for accurate record-keeping and analysis
• Assist clients with order tracking, cancellations, refunds, credits etc., providing clear instructions and support throughout the process
• Collaborate with team members and other departments to continuously improve the customer service experience and resolve recurring issues
• Monitor and manage multiple communication channels simultaneously to ensure prompt response times and client satisfaction
• Provide feedback and suggestions to management on ways to improve processes, increase efficiency, and enhance the client experience

Preferred Qualifications

Experience with high priority clients, compliance, product support, billing/payments, and other relevant operational domains

Benefits

• Comprehensive health plans - 100% of premiums covered for employees & 88% of dependent premiums for US employees
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
• 401k