Customer Support Agent

Position Overview:

• A Tier 1 Live Support Agent plays a key role in the Halo Collar customer service team. They serve as the face of our company and as the first line of support for our customers. They help ensure consistency, efficiency, and quality in order to build a positive experience for our customers

Specific Department Functions:

• Being part of the strong network that supports our customers and their needs every day
• Resolving complex technical customer issues
• Serving as the face of our company to our customers, providing a welcoming, positive, and empathetic atmosphere that sends a clear statement that we care and are always here to help
• De-escalating of upset customers while finding resolutions to their issues
• Providing an excellent service and creating opportunities for good customer surveys and reviews

Primary Responsibilities:

• Answering incoming voice & video calls, chats, and emails
• Taking detailed notes and documentation of customer interactions
• Troubleshooting customer technical issues with the Halo Collar, Halo App, smartphones, and Bluetooth, LTE, & Wi-Fi connectivity
• Assisting with identifying and tracking trends

Coaching and Development:

• Weekly detailed quality assurance breakdowns designed to build you your best path forward in the company
• Bi-weekly 1:1 meetings so that you always have a voice and a direct line of support for the development of your career
• Priority promotion from within with lots of opportunity for growth

Operational Support:

• Communicating with leadership to ensure trends and customer issues are making it to the top
• Adapting to different support channels to ensure customers are getting the most support where they need it

Job Requirements:
Work Availability:

• Operation Hours 9:00am-8:00pm EST
• Five 8hr shifts a week
• Must be available to work at least one weekend day

Work From Home Requirements:

• Download Speed of 25Mbps or Higher, Upload Speed of 5Mbps or Higher

• Distraction Free Work Environment

• Isolated space for work

• No other people (spouses, children, etc.) or pets in work environment
• No excess noise in the background

Experience:

• 3+ Years of Customer Service Experience

• Preference for Retail / Front of House Experience

Technical Skill:

• Familiarity with Windows desktops and navigating them
• Familiarity with Google or Microsoft Office suites
• Ability to use & navigate Google Chrome and Zoom desktop apps
• Excellent typing and multitasking skills with the ability to operate and work on two screens at once

Customer Service Soft Skills:

• Able to appear friendly, approachable, and conversational
• Able to escalate difficult situations
• Able to offer empathy and reassurance when necessary

Education:

• High School Diploma or Equivalent

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