Customer Support Agent

Sonicbids seeks a motivated individual to join our customer support team in Boston on a part-time basis. As a member of our support team, you will be responsible for providing exceptional customer service and technical support to customers through multiple channels such as e-mail, chat, and social media that employ cutting-edge customer support software that we have adopted to shape our customer experience. The ideal candidate is forward thinking, passionate and excited to create a positive impact. • Provide solutions through e-mail, chats, or social networking forum though the company’s use of cutting-edge customer support software • Receive and incorporate feedback to self-improve continually • Analyze network trends and generate solutions when providing unparalleled customer experience • Perform root cause analysis on opportunities in customer interactions in order to “diagnose” customer challenges • Innovate solutions by working closely with peers • Participate in focus groups to improve our customer experience, acting as a customer advocate when interacting with product developers • Resolve customer escalations • Strong computer troubleshooting skills as they relate to Mac OS X and Windows operating systems, hardware, software, home networking configurations and internet connectivity issues • Sustained motivation in an environment of freedom, autonomy and responsibility • Ability to provide a conversational customer experience in a non-scripted • Ability to exercise creative thinking and problem resolution skills • Ability to manage multiple deadlines and changing priorities in a fast paced environment • Experience with extracting and interpreting large amounts of information from various databases and sources • Motivated to be a consistently high performer • Strong oral and written communication skills, with exceptional interpersonal skills • Works well in teams • Able to navigate challenging customers and high volume of contacts

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