What are the responsibilities and job description for the Technical Support Concierge Agent position at LegacyBox?
Technical Support
CONCIERGE AGENT
We are on the lookout for an enthusiastic Technical Support Concierge Agent to join our growing team. In this role, you’ll deliver exceptional experiences to our customers through phone, email, live chat, and social media, focused on customer satisfaction. Are you passionate about helping others, self-motivated, highly organized, detail-oriented, collaborative, professional, and a strong problem solver? If you answered “YES”, this may be the perfect job for you!
What you'll do:
- Answer phone, email, and live chat customer inquiries
- Offer technical support to customers
- Provide clear, accurate, empathetic human responses; go the extra mile to engage and build relationships with customers
- Actively listen to identify issues, problem-solve on your feet; handle customer complaints, provide appropriate solutions and alternatives
- Submit Customer Care (Tier 2 Customer Support) requests in a timely, accurate, detailed manner
- Master our order management system in order to efficiently and effectively manage customer relationships
- Maintain a broad knowledge of Southtree, Legacybox, and Kodak Digitizing products
- Strategize ways to improve our service, streamline our process and better serve our customers
- Channel recurring customer inquiries to your supervisor so we can root solve
- Performing other tasks as assigned
Who you are:
- Must be 18 years old
- Associates degree preferred
- 2 years of customer service or call center experience
- Proficient computer and technical skills
- Exceptional written and verbal communication skills, knack for building rapport with people quickly and easily
- Passionate about engaging and delighting the consumer
- A “no task is too small” attitude and a positive, spirited outlook
- Must pass a drug test and state, federal, and criminal background check
Extra Credit
- Customer service or call center experience
Full-Time Benefits
- Competitive hourly wage $16.00 - $18.00
- Performance bonus opportunities up to $700 during peak season
- Openings across multiple shifts (weekday, evenings, weekends)
- Healthcare coverage starting day one (medical, dental, and vision)
- Retirement plan with employer match
- 10 paid days off
- 10 unpaid (sick/emergency days) per year
- 8 unpaid holidays
- Paid parental leave (maternity, paternity) after 1 year of employment
- Opportunity to personally grow learn and hone your professional skills
- Great culture featuring monthly game nights, spirit weeks, unlimited coffee, employee recognition, and advancement opportunities
- Ability to work for the industry leader in digitizing home movies, photos, and film, and one of the fastest-growing companies in Tennessee
Salary : $16 - $18
