What are the responsibilities and job description for the Customer Support Representative position at Infinity.co?
Be accountable for all support cases for US customers and be the first point of escalation should they require anything to be expedited. Joint ownership of US customers portfolios, supporting CSMs where needed to enable an accurate setup and configuration based on set objectives. Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes.
Carry out regular audits for your portfolio of customers and report back to CSM's where necessary. Document all updates and findings against each customer within Infinity's internal systems.
Maintain an advanced level understanding of the Infinity interface and front-end configuration and be able to demonstrate this to both internal colleagues and customers.
Manage your time efficiently to prioritize complex support queries in a high-pressured environment. Main responsibilities include managing day to day general workload and other Support queues in accordance with departmental SLA's. Always ensure deadlines are met and use initiative, keeping the business vision at the forefront of your decisions.
Be confident on the phone and able to engage with all levels of contacts within the client accounts. Ability to handle complex and challenging conversations.
Show commercial awareness and be mindful of the contract value for the customers you assist on a daily basis. Be responsible for the setup and accuracy of the billing of US accounts each month.
Be active in gaining constant positive feedback in forums, such as the Google Apps Gallery, maintaining the company's high Net Promoter Score. One of the team's USP is our "very helpful and efficient Support Team". This is an expectation we continue to fulfill and exceed on a daily basis.
Attend offsite face-to-face meetings where required to help assist CSM's and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems.
Represent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity. Aspire to maintain the professional, knowledgeable, helpful and approachable reputation of the department.
Provide additional ad hoc support to the Customer Experience department as and when required, such as help writing training content, produce process documents etc.
Suggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team. Ability to thrive in a startup environment with enthusiasm and want to make a big impact.
Skills & Requirements
AA / BA desirable
1 years of customer service experience
Experience in B2B software or call tracking preferred but not required
Customer focused individual who is self-motivated
Ability to build strong trusted relationships
Strong time management and prioritization skills
Ability to use own initiative and think 'outside the box'
Excellent telephone manner, with strong written and oral communication skills
Takes on ownership and accountability
A valued team member who upholds Infinity values and professional integrity.
Proven experience in providing help desk support, customer service or account management, and sales
Knowledge of most standard desktop software applications e.g. G Suite : sheets, docs, gmail, and MS Office suite
Experience with using Salesforce would be advantageous but not required
Keep a pulse on the job market with advanced job matching technology.
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