Customer Experience Representative
Dash Social - 5 emplois
Halifax, NS
Détails de l'emploi :
Avantages :
The Opportunity
As a Customer Experience Representative, you will be the in-platform expert for all Dash Social customers and prospects. As a member of the Customer Success team and working closely within our Revenue team, you will provide answers to all incoming questions and issues via Dash Social's in-platform chatbox. You will also perform various customer support duties, including deck building, product tagging, and custom requests.
As a Customer Experience Representative, you will:
- Maintain product expertise of the Dash Social platform at all times.
- Support and assist customers while managing our in-platform chat system (HubSpot).
- Troubleshooting with customers to help resolve technical issues and answer platform-related questions.
- Create social media insights reports and presentation decks using the Dash Social platform.
- Work closely with Account Owners to provide support for customer accounts as required.
- Understand common user errors and provide solutions in a timely manner.
- Provide clear and simple troubleshooting steps via in-platform chat or virtually when required.
- Communicate bugs and product question progress to customers and prospects.
- Join customers on calls when needing to escalate bug resolutions.
- Escalate, follow, and communicate bug resolution.
Desired Skills and Experience
- 1-2 years of relevant work experience, including customer-facing experience in-person, online, and/or over the phone. Corporate customer experience is considered an asset.
- Proven understanding of technology and resolving customer concerns.
- Excellent written and verbal communication skills, with the ability to explain challenging situations concisely and user-friendly.
- Excellent organization and time management skills. You excel in a fast-paced environment.
- Strong analytical skills and ability to think critically.
- Ability to work independently and as a part of a team.
- SaaS or start-up experience is an asset.
- Experience in digital, social media marketing, and related technologies is an asset.
Post-secondary degree or diploma is an asset.
Fluency in additional languages is considered an asset.
About You
- You pick up new technologies quicker than most and love to understand how things work. You have the confidence to figure out the unknown.
- You have a customer-first mentality and know what questions to ask to get to the crux of an issue.
- You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.
- You care about what you do and about those around you. You love working as part of a team.
A little bit about us
Dash Social
Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. Through its sophisticated cross-channel insights and workflow tools, Dash Social enables brands to create content that entertains, engages and drives consistent business results. To discover how Dash Social is empowering brands to outsmart social, visit dashsocial.com.
At Dash Social, you will be given the opportunity to take risks, learn, and grow your career. You'll be joining a talented, hardworking team with leading policies and practices recognized as a top employer in Canada.
Are you interested?
Work With Us
Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to apply. You may be the best candidate for this role.
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