Beyond Strength Hiring for Customer Care Specialist at Remote Full Time

We are looking for a motivated and well-spoken customer service professional to join our team. At Beyond Strength, We support our customers and clients every step of the way and provide an Excellent Customer Service Experience.The ideal candidate will be the first point of contact whether it be via email, telephone, or in person. How you conduct that personal experience determines whether you create a customer who will develop loyalty to the business.

Responsibilities

Excellent Customer Support

• Trusted technical advisor to internal and external customers
• Resolves technical and business issues, supporting the community and facilitating development by resolving cases without unnecessary escalation
• Efficiently resolves a wide range of issues on a daily basis with the focus on higher-level issues, but all ranges of issues will need to be resolved
• Achieves high CSAT scores
• Understands when to escalate
• Assuming ownership of Zendesk tickets within area of responsibility ensuring tickets are resolved and communicated both internally and to customers

Excellent problem solving and technical skills

• Skilled, experienced troubleshooter of technical and business problems
• Innate and efficient troubleshooting skills
• Quick learner
• Understands and appreciates the customer’s business needs for IT Services
• In-depth knowledge and troubleshooting
• Must be able to pull reports (with a preference of having skills to build reports)
• Monitor verifications/oversee re-verifications
• Use best practices to optimize/consolidate tool usage

Excellent communication skills

• Communicates effectively to the development team
• Documents processes, procedures, and self-help documentation
• Efficient, appropriate and timely in communications; both internally and with Customers
• Communicate customer feedback

Excellent team player

• Effectively work across internal teams to resolve specific issues
• Working with CX, Dev, sales, product, marketing resources
• Back-up team, as needed

Cultural Fit: One Team (people first, trust each other, care, diversity and inclusion), Servant Leadership (do the right thing, question authority), Humbition (humility, ambition, think Big and have empathy for our users), and Deliver Results (bias for action, innovate, embrace change).

Tools and Languages: Zendesk, Hubspot, Slack, Jira, SQL, Excel, Visio

Desired Qualifications

• 2+ years of experience in technical/software support
• Understanding of Law Enforcement Agencies, Officers, and Coordinators
• Customer Support methodologies
• Strong written and oral communication skills
• Ability to work independently efficiently and effectively to resolve customer concerns or issues
• Ability to manage multiple time sensitive issues
• Ability to adapt easily to a constant changing environment
• Position can require overtime, non-standard schedules

Required Qualifications

• 1+ years of relevant or related customer service software operations experience
• Service working extensively with customers in fast paced environments
• Excellent problem solving and technical skills

Compensation

• Hourly, based on skills and experience
• $23 – $28/hr

Available Shift

• Monday- Friday 8:00AM-5:00PM

Why You’ll Love Beyond Strength
Our jobs come with great benefits – including competitive healthcare, parental leave, ways to save for the future, and opportunities for career advancement. They include the following:

• Competitive wage paid bi-weekly, with overtime for more than 40 hours
• Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teledoc services)
• Medical Advice Line
• Maternity and Parental Leave
• 401(k) savings plan (Company match provided)
• Paid Time Off (PTO)
• Holiday pay opportunities
• Basic life insurance
• Company-paid Short-Term and Long-Term Disability

Job Type: Full-time, Part -time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

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