As a highly skilled and customer-focused individual, you have the unique opportunity to join careerzynith's collaborative team as an Experienced Customer Support Specialist – Tock Application Management. This remote role is designed to provide you with a dynamic and challenging environment where you can utilize your technical expertise and passion for delivering exceptional customer experiences. careerzynith is committed to empowering its employees to grow and thrive in their careers, and this position is no exception.
**About careerzynith**
careerzynith is a leading global organization that is dedicated to providing innovative solutions and exceptional customer experiences. Our company values diversity, inclusivity, and collaboration, and we strive to create a work environment that is supportive, flexible, and empowering. With a strong commitment to employee well-being and development, careerzynith offers a comprehensive benefits package, career growth opportunities, and a dynamic work environment that is designed to inspire and motivate.
**The Role**
As an Experienced Customer Support Specialist – Tock Application Management, you will be responsible for providing best-in-class technical support to customers via email, phone calls, chat messaging, and virtual training sessions. You will be the primary point of contact for customers, representing careerzynith's brand and setting proper customer expectations. Your expertise in troubleshooting software and data issues, managing incident escalations, and maintaining knowledge of Tock application, supported devices, third-party integrations, processes, and policies will be essential in delivering exceptional customer experiences.
**Key Responsibilities**
* Provide technical support to customers via email, phone calls, chat messaging, and virtual training sessions
* Reproduce and troubleshoot software and data issues in test environments and using available programs and resources
* Manage incident escalations in a timely and efficient manner, following established guidelines and protocols
* Maintain knowledge of Tock application, supported devices, third-party integrations, processes, and policies and effectively communicate these to customers
* Serve as Tock's customer-facing point of contact, representing careerzynith's brand and setting proper customer expectations
* Facilitate customized virtual training sessions for customers based on individual needs
* Ensure incidents are accurately reported to management and documented for customers
* Collect and share customer feedback with internal teams and identify opportunities for product and process improvements
* Collaborate with internal teams such as Executive Support, Fraud Prevention, Account Management, Implementation Management, Engineering, Product, Marketing, and Sales to ensure customer satisfaction
* Ensure each week's recorded working hours are complete and accurate and that timecards are submitted on time
* Acknowledge important communications from managers within 24 hours, or your next working day
**Principal Project Time Responsibilities**
* Complete designated tasks within the expected timeframe provided and ensure that time spent on projects each day is accurately logged into the Salesforce project record
* Keep project team informed of progress, such as foresight on whether or not the expected timeframe can be met
* Ensure that you understand the priority of the project as it relates to day-to-day responsibilities
**Essential Qualifications**
* 2+ years of experience in customer support, technical support, or a related field
* Strong technical skills, including proficiency in troubleshooting software and data issues
* Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal teams
* Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
* Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions
* Experience with Salesforce or other customer relationship management (CRM) software
* Strong knowledge of Tock application, supported devices, third-party integrations, processes, and policies
**Preferred Qualifications**
* Experience working in a remote or virtual environment
* Certification in customer support or technical support
* Experience with project management software, such as Salesforce or Asana
* Strong knowledge of software development life cycles and agile methodologies
* Experience working with cross-functional teams to deliver customer-centric solutions
**Skills and Competencies**
* Strong technical skills, including proficiency in troubleshooting software and data issues
* Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal teams
* Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
* Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions
* Experience with Salesforce or other customer relationship management (CRM) software
* Strong knowledge of Tock application, supported devices, third-party integrations, processes, and policies
**Career Growth Opportunities and Learning Benefits**
careerzynith is committed to providing its employees with opportunities for career growth and development. As an Experienced Customer Support Specialist – Tock Application Management, you will have access to a range of training programs, mentorship opportunities, and career development resources. careerzynith also offers a comprehensive benefits package, including competitive base salaries, bonus incentives, 6% Company Match on retirement savings plan, free financial coaching and financial well-being support, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working model with hybrid, onsite or virtual arrangements depending on role and business need, 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy, free access to global on-site wellness centers staffed with nurses and doctors (depending on location), free and confidential counseling support through our Healthy Minds program, and career development and training opportunities.
**Work Environment and Company Culture**
careerzynith is committed to creating a work environment that is supportive, flexible, and empowering. Our company values diversity, inclusivity, and collaboration, and we strive to create a work environment that is inclusive and respectful of all employees. careerzynith offers a range of benefits and programs that support employee well-being, including flexible working arrangements, comprehensive medical and dental benefits, and access to on-site wellness centers. Our company culture is built on a foundation of trust, respect, and open communication, and we encourage our employees to take ownership of their work and contribute to the success of the organization.
**Compensation and Benefits**
careerzynith offers a competitive salary package, commensurate with experience, as well as a range of benefits and programs that support employee well-being. The salary range for this position is $20.00 to $33.65 hourly, plus bonus and benefits.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.