Customer Support Representative
Greater Denver Area
1 week ago
Manage and respond to incoming calls, live chat and email support tickets.
Understand and be able to communicate GigSmart’s mission and values through all interactions with customers.
Drive KPIs including time to first response, ticket close rate, and rate of one-touch ticket closure.
Help advocate for the customer by identifying pain points in our processes and policies.
Serve as an escalation point for high touch tickets, or those requiring special resolution.
Help to develop the customer support profession through sharing knowledge, experimenting with new innovations, and discussing best practices.
Increase customer satisfaction and build loyalty by providing amazing, personal customer support.
Ensure our outsourced team is up to date on all new GigSmart processes and features.
Own critical customer communications, such as incident and outage reporting.
Advocate for customers by gathering, prioritizing and communicating feedback to internal product and tech stakeholders.
Analyze statistics and compile accurate reports.