Customer Service

San Jose, California

Job Description

The objective of this role is to provide world class customer contact and technical support, and to ensure users get the most out of their product experience by fielding difficult customer inquiries as well as providing coaching and more in-depth user education. This role encompasses both reactive support for transactional issues (eg. billing, account maintenance, and order status inquiries), technical issues (e.g. software and hardware troubleshooting) and proactive support through user education about client products.

Requirements

  • Exceptional empathy and customer care expertise
  • Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. We are looking for self-starters who want to contribute to making better user experience and partners and won't hesitate to speak up to make our support organization and products better.
  • Excellent native-level written and verbal communication skills in language of support, with 2 years' experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)
  • Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way.
  • Supreme ability to demonstrate customer empathy and build a connection; excellent customer diplomacy skills; problem ownership to go "above and beyond" to provide magical support - personable, winsome, and disarming demeanor

Technical Expertise

  • Comfortable learning and mastering customer management tools to simultaneously communicate with users while troubleshooting
  • Experience with web computing
  • Experience with current consumer web-enabled technologies is preferred

Communication Skills

  • Excellent native-level verbal, written, and interpersonal communication skills in English
  • Ability to display those communication skills through multiple channels of support (phone, email, chat, and video)
  • Ability to type 60 words per minute (80 preferred)

Other

  • Familiarity with pop culture and current television trends such as shows, movies, media, and major sporting events
  • Openness to work flexible hours as required, including night shifts and holidays
  • White glove support is a plus
  • Must be able to pass a criminal background check

Education Requirements

  • Associate's degree or equivalent work experience
  • 4-year college degree or in progress is a plus
  • Truly interested in customer service as a career

Responsibilities

  • Provide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios
  • Communicate with customers through voice, chat and email channels. Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures
  • Improve the overall experience for the users on client product by identifying and reporting recommendations and feedback received from customers
  • Communicate bug fixes and new product enhancements to customers

Apply Today!

For more information regarding this exciting opportunity, please contact Julie Luangrath at jluangrath@vaco.com or call her directly (925) 357-6106