COE Specialist II (Beyond Support)

About The Role

As a customer support representative First Responder, you will work efficiently and effectively through our customers' requests to drive top results in customer service, accuracy and timely case resolution. As part of your job, you will accept the inbound requests through different channels including messaging and chats.

You will work closely with our top internal stakeholders to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands.

What You Will Do

• Manage a high volume caseload of critical incident types
• Maintain excellent interpersonal skills and professionalism while delivering best in class customer service
• Employ critical thinking and creative problem-solving skills to navigate high severity incident types
• Learn and master multiple knowledge base and contact management systems
• Adapt to day/evening/overnight shifts & rotating weekends (incl. holidays)
  
  

Basic Qualifications

• Good spoken/ written English (B2+ level)
• Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
• Commitment to excellence in behavior, performance and work product
• Organized and self-driven with an excellent ability to handle a large caseload
• Ability to adjust and adapt in a dynamic work environment
• Strong written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences
• Solid computer and time management skills
• Multi-tasking
• Good deep dive and problem solving skills
  
  

Preferred Qualifications:

• SQL/ Excel and analytical skills
• Process improvement background
• Project management background