Customer Support Specialist — Troubleshooter for User Success

700Credit, LLC; Southfield (MI); Vor Ort; USD 42.000 - 52.000; Vollzeit

Zusammenfassung

700Credit, LLC in Southfield, MI is seeking a Customer Support Specialist. You will be the frontline with customers, diagnosing and resolving issues, guiding users through login problems and site navigation, and documenting interactions in our case management system.

You will collaborate with sales, compliance, and implementation teams to ensure consistent resolution and user-friendly solutions, while maintaining high customer satisfaction and timely callbacks.

Qualifikationen

• 1 to 3 years of experience in a client-facing or customer service role.
• High school diploma or equivalent; Bachelor’s degree preferred.
• Demonstrated ability to stay focused and manage multiple priorities.
• Strong team player with the ability to work independently when needed.
• Excellent interpersonal and client relationship-building skills.
• Experience with case management systems and CRM tools is a plus.

Aufgaben

• Provide front-line customer interaction and support: engage directly with customers to address inquiries, concerns, and service requests related to products and solutions.
• Diagnose and resolve technical issues efficiently: gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues including login problems and website functionality.
• Document all customer interactions accurately: use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation.
• Escalate complex issues to appropriate teams: identify issues requiring additional expertise and escalate to Level 2 support in a timely and effective manner.
• Perform follow-up communication and callbacks: follow up with customers to ensure issue resolution and complete scheduled callbacks as needed.
• Manage case queue and meet performance goals: monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction.
• Stay current on system updates and processes: keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support.
• Collaborate with cross-functional teams: work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution.
• Promote customer retention through solutions: offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships.
• Identify potential leads for the sales team: recognize and relay potential sales opportunities uncovered during support interactions.
• Participate in after-hours support coverage: provide support outside of standard business hours as required to ensure continuous customer assistance.

Kenntnisse

Client-facing

Customer service

Multitasking

Communication skills

Phone presence

Ausbildung

High school diploma

Bachelor’s degree preferred

Tools

CRM tools

Case management systems

Jobbeschreibung

700Credit, LLC in Southfield, MI is seeking a Customer Support Specialist. You will be the frontline with customers, diagnosing and resolving issues, guiding users through login problems and site navigation, and documenting interactions in our case management system.

You will collaborate with sales, compliance, and implementation teams to ensure consistent resolution and user-friendly solutions, while maintaining high customer satisfaction and timely callbacks.