Customer Support Associate (Remote)

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Requirements:

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us.
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Currently live in New South Wales Australia.
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
• Capability of prioritizing competing requests.
• Familiarity with the Squarespace platform.
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused.

Responsibilities:

• Respond to customer-submitted live chats and email in a timely manner.
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domains, or other transactional inquiries.
• Independently meet targets across Quality, Productivity, and Customer Satisfaction in email and live chat.
• Stay up to date on new product features and improvements.
• Identify isolated customer experiences and escalate important issues.