Customer Support Specialist
Userway is the industry-leading digital accessibility provider in the world, trusted by more than 1 million websites. UserWay creates advanced website accessibility solutions that help ensure ADA compliance. UserWay is led by a world-class team with decades of experience with complex accessibility protocols, delivery of large-scale systems, and innovation that pushes the envelope. We are lucky to have some of the world's leading engineers, entrepreneurs, and visionaries who are defining the future of digital accessibility for us all.
We are looking for an experienced customer support specialist to join our global support team. This position will provide exceptional email, Zendesk, and chat support to our customers. You will be responsible for responding to customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. The ideal candidate should have experience in Zendesk, JIRA ticket handling, phone handling, and live chat, and be available to work during weekends.
Responsibilities:
- Respond to customer inquiries through email, Zendesk, phone, and live chat.
- Manage and prioritize customer support tickets using Zendesk and Jira.
- Provide accurate and timely responses to customer inquiries and ensure customer satisfaction.
- Work closely with the technical teams to identify and resolve customer issues.
- Collaborate with other team members to improve customer support processes.
- Assist customers with technical issues related to our products.
- Document customer interactions and resolutions in our CRM system.
Requirements:
- Minimum 3 years of experience in customer support or a similar role.
- Strong communication skills and ability to handle difficult customers.
- Proficiency in English
- Service oriented: ability to adapt/respond to different types of characters, excellent human relations, ability to work under pressure, prioritize and multitask
- Proficiency in Zendesk, Ticket Handling, Phone handling, live chat.
- Detailed oriented
**You will have the option to choose a days off during the weekday, but it cannot be Friday. Knowledge of HTML, CSS, JavaScript, or any other programming languages is a plus but not mandatory.
Equal opportunity employment at UserWay:
At UserWay we continue strengthening our long-standing commitment to making our work environment and community more inclusive and the internet more accessible for everyone. Where everybody belongs, regardless of ability or disability, and every great idea can be heard. Together, all of us at UserWay are committed to continuing this journey with humility and resolve. UserWay encourages employees to take on different responsibilities outside their daily tasks, and often outside of their comfort zones. We push employees to create challenging stretch goals and we have high expectations of our team members. As a UserWay team member, your work will be seen and used by millions of people around the world.