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Social Media - User Support Associate

IntelliPro Group Inc.
Nashville, TN
  • Expired: November 18, 2022. Applications are no longer accepted.

USER SUPPORT ASSOCIATE - AMAZING OPPORTUNITY!!!

OUR CLIENT is the leading destination for short-form mobile video. Their mission is to inspire creativity
and bring joy. The User Support Suspension Appeals Associate will play a direct role in helping to establish
OUR CLIENT as the users’ favorite daily experience through responding to user appeals in-app and
through email and webform. They will be responsible for responding in a calm, collected, and
on-brand manner with a focus on first-touch issue resolution. The Associate will become adept
at using various proprietary tools to resolve users' issues and closely execute multiple standard
operating procedures (SOPs) to appropriately label cases for insights monitoring in addition to
responding to users. Success will be determined by productivity, quality, and resolution-based
metrics.
We're looking for individuals with a passion for customer service who thrive in a fast-paced, self-led environment and are capable of dealing with sensitive account issues on a daily basis. A high
level of familiarity with OUR CLIENTS' user experience is a plus.

Responsibilities:

  • Respond efficiently, accurately and with compassion to users who reach out to OUR CLIENT to appeal a suspension on their account or device.
  • Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
  • Work with cross-functional partners on Trust & Safety to escalate appeals as needed.
  • Follow up for more information to resolve the users' issue and explain possible solutions to ensure our users feel supported and valued.
  • Sort through user feedback from multiple channels and combine trends to provide feedback to leadership to improve the user experience.


Who You Are:

  • User first. You're obsessed with providing a first-class experience to OUR CLIENTS' users.
  • You put yourself in the shoes of our users to understand their experience and provide empathetic support.
  • You're naturally patient and your last user support response of the day is always as supportive as your first.
  • You communicate clearly and empathetically, no matter how tense a situation might be.
  • Cool and calm. You like moving fast and change energizes you.
  • You're able to quickly adapt to using a new process or tool from day to day.
  • Tool proficient. You have experience with backend user support tools (i.e. Zendesk) and can quickly learn how to use new tools.
  • Detail oriented. You follow complicated processes better than anyone you know. You're able to quickly spot errors and fix them.
  • Team player. You ask for help when you need it. You support your peers when they ask for help.
  • You're the first to raise your hand to try out a new process and provide feedback.
  • You bring a positive attitude, no matter the situation, and are solution oriented.


Qualifications:

  • Experience providing exceptional customer service via email/written channels
  • Experience with handling highly sensitive customer issues and de-escalating
  • Strong written communication skills (written fluency in multiple languages such as French and  German is a plus)
  • Proficiency with computers, CRM software, and strong typing skills
  • First-class time management and decision-making skills 

This opportunity is based in Nashville, Tennessee, downtown location. 

Hours (CST)

  • Day Shift - 10AM to 7PM CST 

Compensation (USD) 

  • $20/hour 

 

 

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IntelliPro Group Inc.

Address

Nashville, TN
37247 USA

Industry

Business

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