Customer Support Agent

Position Overview:

• A Customer Support Agent plays a key role in the Halo Collar customer service team.


• They serve as the face of our company and as the first line of support for our customers.
• They help ensure consistency, efficiency, and quality in order to build a positive experience for our customers.

Specific Department Functions:

• Being part of the strong network that supports our customers and their needs every day.


• Resolving complex technical customer issues.
• Serving as the face of our company to our customers, providing a welcoming, positive, and empathetic atmosphere that sends a clear statement that we care and are always here to help.
• De-escalating of upset customers while finding resolutions to their issues.
• Providing an excellent service and creating opportunities for good customer surveys and reviews.

Primary Responsibilities:

• Answering incoming voice & video calls, chats, and emails.


• Taking detailed notes and documentation of customer interactions.
• Troubleshooting customer technical issues with the Halo Collar, Halo App, smartphones, and Bluetooth, LTE, & Wi-Fi connectivity.
• Assisting with identifying and tracking trends.

Coaching and Development:

• Weekly detailed quality assurance breakdowns designed to build you your best path forward in the company.

Bi-weekly 1:

• 1 meetings so that you always have a voice and a direct line of support for the development of your career.


• Priority promotion from within with lots of opportunity for growth.

Operational Support:

• Communicating with leadership to ensure trends and customer issues are making it to the top.


• Adapting to different support channels to ensure customers are getting the most support where they need it.

Job Requirements:

• Work Availability: Operation Hours 9:00am-8:00pm EST Five 8hr shifts a week.


• Must be available to work at least one weekend day.

Work From Home Requirements:

• Download Speed of 25Mbps or Higher, Upload Speed of 5Mbps or Higher Distraction Free Work Environment Isolated space for work.


• No other people (spouses, children, etc.) or pets in work environment.
• No excess noise in the background.

Experience:

• 3+ Years of Customer Service Experience Preference for Retail / Front of House Experience Technical Skill: Familiarity with Windows desktops and navigating them.


• Familiarity with Google or Microsoft Office suites.
• Ability to use & navigate Google Chrome and Zoom desktop apps.
• Excellent typing and multitasking skills with the ability to operate and work on two screens at once.

Customer Service Soft Skills:

• Able to appear friendly, approachable, and conversational.


• Able to escalate difficult situations.
• Able to offer empathy and reassurance when necessary.

Education:

• High School Diploma or Equivalent Powered by JazzHR