Customer Support Representative

As a customer support representative at Brilliant, you will be part of a small team responsible for managing relationships and providing service to users.

Responsibilities:

• Provide an exceptional, committed, full life cycle customer experience to internal and external stakeholders through mainly email support (phone calls needed sparingly)
• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
• Strive for first-contact resolution with each interaction
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
• Proactively look for ways to identify trends and improve our processes
• Update and track customer information in HelpScout
• Deliver exceptional quality and satisfaction scores. Maintain other individual metrics to the satisfaction of your manager

Requirements:

• 3+ years experience in a customer support position
• Demonstrate patience and attentiveness in all communication and interactions
• Motivation to meet and exceed expectations in a metrics-driven environment.
• Exceptional verbal and written communication skills
• Detail-oriented with strong organizational skills
• Ability to think critically and creatively in order to proactively and independently solve problems
• Maintain a positive and professional attitude and outlook with customers and coworkers