Product Support Specialist Job in Portland, Oregon US
Customer Operations: Product Support Specialist
Customer Operations | Portland, OR, United States
About SurveyMonkey
SurveyMonkey is the world's leading provider of web-based survey solutions, but there's really much more to us than that. We're a smart, passionate group of people who work hard to deliver the best survey experience on the planet, period. We do this because we believe everyone deserves easy access to the insights and information they need to make better, more informed decisions.
We're also proud to admit that despite our incredible growth over the past 10 years, we refuse to grow up. We are still small and nimble; everyone has an impact on our success; and when we say good ideas can come from anyone, we mean it.
SurveyMonkey is trusted by millions of customers, including 100% of the Fortune 100, as well as other businesses, academic institutions and organizations of all shapes and sizes. In any given month, we collect more than 25 million survey responses from people in over 190 countries around the world.
If this sounds like home to you, and you're ready to make your work matter to millions, we'd love to meet you.
Responsibilities:
- Collaborate with customers by phone and email to Identify opportunities to make every user successful. This involves troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs.
- Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools and personal product knowledge.
- Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and pro-actively adapts to needs of queue service levels.
- Address and escalate technical concerns; recreate site and tool issues as necessary; file bug reports.
- Work with engineering teams to identify, specify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues.
- Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services.
- Contribute to the identification and development of opportunities to expand self-help in the application.
- Work on projects to enhance team operations and improve productivity.
Qualifications:
- World-class customer service focus.
- Background in English and/or professional experience working with subtleties of language.
- 1-2 years experience in phone and email-based product support, preferably for an Internet or e-commerce company.
To apply click on the link below:
http://hire.jobvite.com/j/?aj=ozAdWfw2s=monster
