Remote Client Experience Specialist II

Jobtailor

Pittsburgh (Allegheny County)

On-site

USD 32,000 - 42,000

Full time

14 days+

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Job summary

Jobtailor is seeking a customer support specialist to respond to client inquiries via email, chat, and phone. You will use multiple systems to resolve tickets, prioritize urgent issues, and collaborate with teammates to provide top-notch service.

The role emphasizes meeting KPIs, handling bulk actions, staying current with vendor platforms, and supporting after-hours on-call during holidays. A flexible schedule and strong communication are required.

Qualifications

Minimum 1 year of prior call center experience.
High school diploma, GED or equivalent.
Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up.
Dedicated private work location without significant background disruptions.
Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook).
Excellent verbal and written communication skills with a focus on active listening.
Strong interpersonal skills, with the ability to build rapport and trust with clients.
Problem-solving mindset and the capacity to handle challenging situations with diplomacy.
Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously.
Customer-centric attitude with a genuine passion for providing top-notch service.
Ability to work a flexible work schedule

Responsibilities

Respond to client e-mail, chat and phone support requests such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns.
Use multiple online systems and support tools to effectively resolve tickets.
Resolve assigned tickets accurately and in a timely manner.
Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly.
Collaborate with colleagues and elevate appropriate tickets to more advanced agents for best client experience.
Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times.
Complete client bulk action requests as they come in or when assigned by a manager or lead.
Maintain knowledge of key processes and procedures of multiple vendor platforms.
Monitor and assist in team messaging platforms to assist fellow agents with inquiries.
Stay current with Technical and MDM training courses offered by LINQ.
Have knowledge of and assist clients with phone migrations.
Support escalated cases as appropriate.
Staff after hour support for on-call Holidays as needed.