Title: | Customer Support Advocate |
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ID: | 1077 |
Department: | Customer Support |
Remote/Hybrid Option Available: | N/A |
Are you passionate, proactive, adaptable, collaborative, and exceptional? If so, Reflex Media is looking for you!
Reflex Media is a high tech branding and marketing agency. Our core brands include a number of luxury dating apps, including Seeking.com and WhatsYourPrice.com.
We currently have an immediate opening for a full time Customer Support Advocate to join our Customer Support Team. We offer career growth opportunities. (This is not a sales job.) The CSA will communicate with customers via email and chat. This role requires both technical knowledge as well as exceptional customer service skills. The ideal candidate will be a quick learner, have the ability to multitask, and work in both a collaborative and independent environment. This is a full time, salaried position with varied shifts including some holidays.
Job Responsibilities:
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Support all sites via emailed customer support tickets
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Report bugs / improvement requests
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Communicate about potential bugs and common customer requests
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Consistently develop new content for our knowledge base
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Fluent in our ticketing system (ticket replies, sorting, merging, attachments, coordinating who is on what product/section, ticket labeling, translations, etc.)
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Chat - subject matter expert and escalation path
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Creates and submits new snippets for review as needed
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Fraud knowledge - what entails fraud, factors to determine fraud
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Website and app usage knowledge
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Member reports for all sites
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Moderation and approvals for all sites as needed
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Escalation path for any escalated tickets
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Replying to app reviews (play store, app store, etc.)
- Other special projects as assigned by Manager or Lead
​​​​​​​Job Requirements:
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High School Diploma or GED required
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2 years of Customer Support experience
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1 year of technical support/computer experience
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Energetic self-starter who thrives in a fast-paced team environment
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Strong written and oral communication skills
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Detail-oriented and exceptionally organized
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Able to work a flexible schedule