Customer Service Representative

Experienced customer service rep for finical literacy app Description Responsibilities As a Customer Support Representative you will: Work on ensuring our customers are satisfied with our application and service.
Our customers are our main priority.
Receive customer calls and emails, understand them, be patient and address all queries with a timely and accurate response.
Manage tickets.
Have a deep understanding of all the services Goalsetter provides, the different actors involved and how the money flows.
Be in touch with different partners/providers - Report possible glitches and make sure those are successfully addressed for a fast correct resolution.
Understand what scenarios need to be internally scaled to support level 2 and work side by side with the tech support team to address them.
Provide accurate information to ease the problem understanding and possible solution.
Suggest new enhancements that could improve usability and sponsor possible features to make our users get the best user experience from our application.
Qualifications Experience as a Customer Support Rep in similar products.
6 years of experience giving customer support level 1 via email and phone.
Experience managing tickets using Zendesk.
Knowledge on how to obtain metrics based on tickets to allow Goalsetter to measure performance.