Customer Support Specialist (L1)
As an L1 - Customer Support Specialist, you are expected to provide excellent customer service to our clients. You will be responsible for US-based L1 Support for our customers over email and support tools and provide Functional product support.
* Must live in or be willing to relocate at their own expense to one of the following states to be eligible for hire: Texas, Tennessee, Pennsylvania, South Carolina, Louisiana, Iowa, Georgia, North Carolina, Arizona, Idaho, Kansas *
Responsibilities:
- Necessary escalation and follow-up to issue closure
- Proactive & context-specific Customer Communications
- Ensure SLAs and Priorities are respected
- Proactive management of aging of tickets
- Proactive support anticipating and detecting issues and abnormal behavior
- Ability to debug and triage to the point where the ticket can be resolved or sent to the correct team
- Assign tickets to the correct team member and escalate to L2 and L3 timely
Qualifications
- Customer service skills with fluent communication skills in written and spoken English
- At least 1 year of experience in an Incident Management Tool (Zendesk, Internal company tools, Jira,...)
- Experience using MS Excel
Travel Requirements:
- The position is fully remote with shift schedules between 7 am to 7 pm CST
- The position is for a 40-hour work week between Mon & Fri (weekend work could be called for during peak periods)
Benefits:
- 22 Days PTO
- 100% Employee Covered Health Benefits options
- 401(k) with 4% match
- Work from Anywhere stipend
US applicants must be currently authorized to work in the United States on a full-time basis.
Company Overview:
Delivery Solutions provides retailers with out-of-the-box solutions to power Same-Day Delivery, Curbside, In-Store pickup, Shipping, and Post Purchase experiences. We are trusted with some of the biggest names in multiple verticals of retail like Sephora, Michael's, Office Depot, GameStop, Total Wine, Sally Beauty, Abercrombie & Fitch Co. Belk, Loblaw, Vineyard Vines etc
Our SAAS-based solution is highly flexible and interacts seamlessly with E-commerce properties, OMS, WMS and POS systems for a highly scalable experience and a delighted customer base.
We are out of the box connected to the biggest names in same-day delivery like Uber, DoorDash, Postmates, Shipt, etc, with shipping providers like FedEx, UPS, USPS and many more.
Leaders in Delivery Orchestration and Post Purchase Experiences.
Last Mile Ventures LLC - DBA , Delivery Solutions is a wholly-owned subsidiary of UPS.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.