Case Management Specialist - Complex Customer Support

Socket.dev; Torrance (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Socket.dev is seeking a dedicated customer service operations specialist to resolve complex customer issues through research and thorough analysis. You will review, process, and close service requests while meeting KPIs and contributing to a positive work environment.

Ideal candidates have prior customer service experience, strong problem-solving abilities, and proficiency in Microsoft 365 apps. Collaboration with back-office teams and the ability to lift light inventory are part of the role.

Qualifications

• Previous customer service experience preferred.
• Self-starter with a proven record of meeting performance metrics.
• Proficient in Microsoft Applications including Excel, PowerPoint, Word, Outlook and Teams.
• Excellent critical thinking and ability to research complex issues.
• Excellent written, verbal, and interpersonal communication skills.
• Dependable, accurate and detail oriented.
• Knowledge of computer and internet applications.
• Proficient in keyboarding/data entry.
• Time management with accuracy and attention to detail.
• Ability to handle multiple tasks and prioritize effectively.
• Strong problem-solving, organizational and analytical skills.
• Ability to work independently and collaboratively.

Responsibilities

• Support customer service operations with complex issues requiring research and analysis.
• Review, analyze, and process customer service requests to completion.
• Maintain performance aligned with KPIs and goals.
• Escalate system issues and trends to management as needed.
• Assist with back-office responsibilities including mailroom and image quality review.
• Lift up to 50 pounds when required and handle inventory tasks.

Skills

Customer service

Microsoft Office

Critical thinking

Communication

Time management

Research

Independent work

Tools

Microsoft 365

Job description

Socket.dev is seeking a dedicated customer service operations specialist to resolve complex customer issues through research and thorough analysis. You will review, process, and close service requests while meeting KPIs and contributing to a positive work environment.

Ideal candidates have prior customer service experience, strong problem-solving abilities, and proficiency in Microsoft 365 apps. Collaboration with back-office teams and the ability to lift light inventory are part of the role.