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New York City, New York Full Time Posted: Saturday, 9 November 2019

The Customer Support team is responsible for providing a best-in-class service for end users who contact WorkStride for assistance. The Customer Support Representative is a critical role on that team, responsible for answering phones, email inquiries and resolving customer issues while ensuring a positive experience for the end-user. This is a contract/temp position that will provide additional support during our busy, high volume season.

Primary Responsibilities include, but not limited to:

  • Answer inbound customer inquiries by phone and email
  • Work with in-house systems and software development resources to gather information and conduct the necessary research to satisfy customer's request
  • Resolve any and all problems that may arise by seeking to understand what the issue is and doing the necessary follow-up to solve the issue calmly and respectfully for the customer
  • Provide alternative solutions as appropriate
  • Escalate unresolved problems to the Customer Support Manager for resolution
  • Aid in maintaining accurate customer databases by entering all pertinent information in a timely manner in our customer service software (Zendesk)

Minimum Requirements & Qualifications:

  • Must be able to work Monday-Friday between the hours of 9am - 6pm EST
  • 1 year customer service experience, preferably in a call center or software environment
  • Must be able to work in a structured and fast-paced environment
  • Proven ability to multi-task, listen and handle challenging situations
  • Computer-literate in databases, spreadsheets and word processing
  • Excellent skills in the following areas: problem solving, critical thinking, communication (verbal and written)
  • Speak English fluently, clearly and able to deliver verbal communications in a professional manner, especially over the phone
  • HS diploma

Desired Requirements & Qualifications:

  • Proficient in MS Excel, MS Outlook and all Internet browsers
  • Experience with Zendesk
  • Fluent in Spanish
  • College degree

WorkStride is an Equal Opportunity Employer.

New York City, New York, United States of America
11/9/2019 6:38:14 AM

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