Engagement Specialist (REMOTE) Job at Elyon International
Job Summary:
Responsibilities:
- Own individual customer resolutions from start to finish by sharing your expert knowledge of the Business product suite evaluating, troubleshooting, and resolving technical, product, and account issues
- Responding quickly and providing timely updates to minimize customer anxiety communicating clearly, succinctly, and empathetically in writing and by phone advocating with internal stakeholders to ensure quick and complete resolutions
- Managing multiple outstanding issues simultaneously without missing a beat resolving (to the greatest extent possible) each outstanding issue by day’s end
- Meet/exceed efficiency and customer satisfaction KPIs Provide internal “help desk” support by supervising internal comms channels (e.g. Slack) for FAQs and spot assistance to the Business team member and partner sites alike
- Develop and maintain technical expertise in assigned areas of product functionality (e.g. API access token, SFTP integrations)
- Publicize a running support digest sharing CEA team and product updates with the rest of the Business organization and our partner sites
- Document and provide context behind recurring customer and internal stakeholders questions/issues in order to improve product and program quality
- Teach and learn from your peers and colleagues to maximize everyone’s contribution
- Drive improvements in our support processes, systems, and technologies to increase productivity and business process excellence
- Maintain a self-driven and adaptable mindset
- Work alongside other Engagement Leads, Specialists, and the CEA team overall to make sure we are greater than the sum of our parts
Experience & skills
- A minimum two (2) years of experience working in a directly customer-facing role via written, chat
ELYON International, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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