Customer Support Agent

Overview

The Customer Support Agent will serve one of the most critical roles in the Relo Metrics business function, interfacing directly with customers and internal team members on a daily basis. The Support Agent will work closely with customers to assist in fully realizing and understanding Relo Metrics' platform and value proposition. The agent will work with customers in answering questions on a daily basis, sharing best practices and key documentation, triaging various questions and issue types, and delivering solutions across the entire customer base at scale.

The Support Agent will act as a platform expert for Relo, and will specialize in triaging bugs or platform errors ahead of escalation to the Product and Engineering team.  Most importantly, the Support Agent will serve as the true voice of the customer, aggregating key trends and identifying opportunities to deliver additional value.

This individual should possess a strong attention to detail, analytical and organization skills, and excellent communication skills. The Support Agent will also need to build trust quickly and grow that trust across customers and the internal team. Additionally, the Support Agent will be required to navigate help desk software to track and manage various requests.

What You'll be Doing 

Support Ticketing Management (60%) :

• Manage and organize a portion of all inbound tickets from customers and internal team members
• Be responsible for a portion of tickets, with specialization in cross functional Product and Engineering client support
• Serve as the primary point of contact and escalation across various ticket types
• Respond to customer questions in a timely, professional and accurate manner
• Identify customer needs and help customers leverage specific features
• Follow up with customers to ensure that all issues are resolved
• Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback

Partnership with Customer Success and Product (30%)

• Inform customers about new features and functionalities in collaboration with Customer Success and Product
• Develop a direct connection with the Product and Engineering team. Maintain a throughline of feedback and develop new workflows around product trends.
• Analyze and report product bugs and malfunctions - be a lead internal tester to troubleshoot various issues and identify root causes. Troubleshoot directly with the client before asking Product and Engineering for assistance.
• Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing

Content Creation and Help Center Management (10%)

• Ideate, create and publish new content for the Customer Support Help Center in collaboration with other team members
• Develop strategic Product resources to train both clients and internal teams on troubleshooting Product malfunctions or bugs
• Standardize best practices, knowledge bases, and external-facing documentation to create scale in the customer support role
• Report on metrics for frequently visited articles and identify opportunities for new content creation

Qualifications

Education

Bachelor's Degree or equivalent work experience

Experience

• Start-up experience preferred
• 2-3+ years of proven experience in a customer-facing role at a technology solution, agency, brand or media company.
• Direct experience as a Customer Support Agent triaging, troubleshooting, escalating, and communicating various issue types from customers and internal team members
• Experience working cross-functionally across multiple teams
• Proven expertise in managing customer engagements
• Experience working within a Customer Support platform such as Zendesk, Freshdesk, Intercom, or Zoho
• Experience working with SQL and Python
• Experience working with Data Visualization tools, like Looker
• Ability to identify insights and trends and direct inquiries to the appropriate parties for further investigation and solutions development
• Experience working with data,  analytics, and backend engineering  preferred

 Skills

• Knowledge of SQL and Python
• Strong attention to detail
• Excellent people skills - must be empathetic, understanding, patient, confident, and good humored
• Possess the ability to interact and communicate with a broad spectrum of personality types
• Proven analytical and organizational skills
• Ability to manage multiple projects simultaneously in a fast paced environment
• Capable of efficiently learning all aspects of customer-facing and internal-facing product platforms
• Strong communicator with good response time and ability to coach and train at a high level

Personal Attributes

• Willing to learn additional Engineering-specific platforms
• Experience with AI usage and adoption
• Passionate about sports
• Customer-obsessed
• Confidence to deliver consistent messaging to external stakeholders
• Initiative to solve problems autonomously
• Diligent, detailed, and hard working in all tasks
• Ability to wear many hats and work with multiple teams

What's In It For You?

At Relo Metrics, competitive base pay is a part of a total rewards package which also includes benefits and wellness. The reasonable estimated base pay range for this role is from ($30 - $32) hourly.  The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.

The total rewards package offered also includes an employer-matched 401(k) retirement plan, and depending on the role, participation in a bonus, commission, or stock incentive program. Your recruiter can share more specifics during the hiring process. Learn more about our U.S. benefits & perks package at 

Note:  This position offers the opportunity for remote work or 'work from home'. However, Relo Metrics is excited to only consider applicants residing in the local area listed in the job description for business needs including some or all of the following: client interaction, team interaction, timezone, etc.