Customer Support Agent
Workable locations: Los Angeles, California, United States, LA: Sun 6pm–Mon 12am, LA: Mon 6pm–Tue 12amPart-Time
SalaryAt least 17.81 USD per hour
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Job Details
- Required Skills
- CRMCustomer supportSlackZendesk
Requirements
- Experience in a high volume customer support environment - able to juggle conversations, tickets and inbound calls while staying calm and maintaining accuracy
- Working knowledge of Audio Equipment - We need someone who’s worked directly with DJ, Rehearsal or Production equipment either as a professional or hobbyist
- Experience with tools like Slack, Zendesk, Intercom / Freshchat or any of kind of CRM
- Fast typing skills are a must
- Experience of working in a time-sensitive environment
Responsibilities
- Develop a strong working knowledge of PIRATE’s offering, including product types, processes, services and equipment to maximise positive outcomes
- Resolve Artist enquiries through inbound channels including phone calls, live messaging and emails, whilst also managing internal requests and processing equipment and estate reports with a high degree of speed and accuracy
- Primarily responsible for managing Tier 1 - Information and Account Support, Tier 1 - Aftercare, and Tier 2: Level 1 tickets for live session enquiries
- Processing GDPR Deletions and responding to Google and NPS reviews during downtime
- Escalating more complex cases to Specialists or Team Leads whilst retaining strong ownership of interactions
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