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Customer Service Representative

XP Investments
Los Angeles, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Customer Support Representative at RVCM is responsible for providing assistance to customers with scheduling, troubleshooting issues, and training end-users on our products. This includes creating FAQs, infographics, how-to’s, and job-aids. Finally, you will be the front-line contact for internal groups to interface with customers and end-users to gather feedback and inputs so that product teams and design teams can evolve the products into more intuitive, efficient, and effective solutions.

  • Provide technical support and specialized guidance to our customers via phone, email, video conferencing, messages, chat interfaces, etc
  • Troubleshoot issues with reliability and accessibility to products and interfaces for customers and end-users
  • Collaborate with product teams, engineering groups, and project managers to generate escalation tickets and solutions to ongoing and ad hoc issues
  • Gather and share customer feedback and experience notes with the relevant groups to produce a more efficient and effective product experience
  • Assist customers and end-users with scheduling and tasks on the platform
  • Train and educate customers on our products, creating reusable and scalable training materials to support recurring queries and issues

What You’ll Bring to the Team

  • Demonstrated success in delivering world-class customer service in a call center, help desk, or chat-based solution environment
  • Expertise in using Microsoft Office and/or Google Suite software
  • Exceptional communication skills - written and verbal - to provide support and collaboration to customers and end-users as well as internal and external stakeholders at all levels of the organization
  • Highly proficient with time management, organization, and coordination
  • Highly proficient in supporting multiple users and collaborating with multiple internal and external groups
  • Proficient with collaborating with and providing support to government contract entities, military personnel, civilians, and/or DoD in a professional setting
  • Proficient with scheduling
  • Proficient with Slack and/or Mattermost in a professional setting
  • Knowledgeable with Jira and/or Atlassian is a huge plus
  • Knowledgeable with military regulations is a huge plus
  • Must be able to obtain appropriate security clearances to work on DoD projects
  • Absolutely not required, but would be incredibly beneficial are: previous experience with Puckboard, previous experience with GitHub/GitLab and coding, previous military experience, or active DoD Security Clearance

XP Investments

Address

Los Angeles, CA
USA

Industry

Business

View all jobs at XP Investments