Profile: Customer Support Representative
Salary: 74,812
Pan India: Work from home job
About Frontier:
At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. In three years, we’ve never lost a client.
About the Client – LeafLink:
LeafLink is a wholesale management platform that connects cannabis brands and retailers. It helps brands and retailers who want to streamline the ordering process, simplify communication, and spend less time on busy work. With a robust online marketplace, CRM, and order management tools, LeafLink has created a centralized sales engine to help retailers manage and grow their businesses.
About the Role:
LeafLink is looking for a Customer Support Representative (CSR) to assist and support users across all of our solution lines. The CSR will be responding to users in real time through our current (and future) communication channels including email and phone support. They will use our support tools to respond to user inquiries, troubleshoot issues, and find new ways to provide customer delight.
This individual will work collaboratively with solution line experts to thoroughly understand the unique value propositions, the distinct workflows, and how best to meet customer needs across our full platform offering.
We know that to tackle our toughest challenges, we need different approaches, unique perspectives, and new ways of thinking. We have built and continue to expand our team of creative problem-solvers from a diverse group of industries, specialities, and backgrounds.
Responsibilities:
- Use support platforms (Zendesk, Salesforce, Zoom, etc.) to respond to user tickets, issues, and inquiries and log customer activities, interactions, and requests.
- Execute policies and procedures to facilitate a high-quality support experience for customers across solution lines.
- Hit performance targets and ticket quality goals including but not limited to first reply time and customer satisfaction rating (CSAT).
- Utilize Jira to consolidate, solidify, and share end-user product feedback with the product team.
- Be a power user of and for LeafLink’s Marketplace to develop and maintain a thorough understanding of the product and internal systems.
- Help end users and colleagues succeed through knowledge sharing and identifying creative solutions and workarounds to multiple workflow needs.
- Problem solve to provide the best solution for a customer where a workaround, creative solution, or alternative approach may be recommended.
- Review registrations from prospective retailers and license update requests from existing customers, cross-referencing state databases and guides to confirm whether each can be approved
- Collaborate closely with Senior Customer Support Specialists to ensure that ticket responses pertaining to the Marketplace are clear and of the highest quality.
- Complete data entry projects as identified.
- Performs other related duties as assigned.
Qualifications:
- 1+ years of experience with customer support for a technology platform
- Track record for supporting customer service function while a company is growing at scale
- Experience with servicing multiple business lines and users across multiple platforms
- Ability to partner with business teams on commercial concepts and distribution strategies to ensure a collaborative customer engagement approach
- Excellent communication skills to respond to users through email, ticketing system, and phone
- Proven track record of learning new processes and platforms as the business evolves
- Experience using Zendesk required with Excel, Jira, and/or Salesforce preferred
Salary and Benefits:
- Competitive monthly salary of $900.
- Fun and supportive work team
Job Location and Timings:
- You would work remotely for this role
- This role would require you to work in the US shift timings