Career Opportunities >> Customer Support Advocate
Customer Support Advocate
Summary
Title:Customer Support Advocate
ID:1077
Department:Customer Support
Description

Reflex Media is a business development, branding and marketing agency, providing software development, public relations, digital marketing, advertising, event production, product and content management, and creative services. We started as a startup, so we know how to build businesses from the ground up. We help products reach their market potential by delivering data-driven business strategies, brand incubation, and integrated marketing campaigns.

 

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:

  • Support all sites via emailed customer support tickets

  • Report bugs / improvement requests

  • Communicate about potential bugs and common customer requests

  • Consistently develop new content for our knowledge base

  • Fluent in our ticketing system (ticket replies, sorting, merging, attachments, coordinating who is on what product/section, ticket labeling, translations, etc.)

  • Chat - subject matter expert and escalation path

  • Creates and submits new snippets for review as needed

  • Fraud knowledge - what entails fraud, factors to determine fraud

  • Website and app usage knowledge

  • Member reports for all sites

  • Moderation and approvals for all sites as needed

  • Escalation path for any escalated tickets

  • Replying to app reviews (play store, app store, etc.)

  • Other special projects as assigned by Manager or Lead
     

​​​​​​​Job Requirements:

  • High School Diploma or GED required

  • 2 years of Customer Support experience

  • 1 year of technical support/computer experience

  • Energetic self-starter who thrives in a fast-paced team environment

  • Strong written and oral communication skills

  • Detail-oriented and exceptionally organized

  • Able to work a flexible schedule

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