Who We Are:

EZ Texting is the #1 text communications technology company delivering fast, easy, and effective solutions for businesses across a wide variety of industries. Dreamers first, we are at the forefront of revolutionizing the way businesses communicate with their customers and believe personal relationships can transform an organization’s ability to grow.

We are only open to hire in CA, GA, NY, OR, PA, TN, TX & WA, but please continue to follow us for future opportunities as we expand our operating boundaries.

Role Overview:

We are looking for a Contract Customer Support Representative to act as a resource to customers on customer service requests and issues. You will work to coordinate with other internal departments to resolve issues and follow through with clients until completion. You may take escalated calls from call center agents and use limited discretion/decision-making authority as needed to resolve customer issues. You may provide non-technical initial client on-boarding in absence of dedicated resources within the organization. This role is an entry-level support role. This role performs routine tasks as directed and under close supervision and typically requires little to no related experience.

Primary Responsibilities:

• Initial point of contact for all technical inquiries and requests for service.
• Resolves basic to moderately complex technical issues involving EZ Texting applications.
• Maintain customer service levels according to EZ Texting SLAs.
• Ensure that customers receive the appropriate level of customer service and technical support by handling unresolved and escalated client issues with prompt and courteous service.
• Make customers happy!
• Work with other customer-facing teams to ensure consistency in all policies and procedures.
• Accomplish a thorough understanding and proficiency of EZ Texting's products through internal training and development.
• Monitor the ticket management system to ensure timely acknowledgement of support requests. Prioritizes ticket requests, distributes/escalates requests to appropriate team member(s).
• Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved.
• Perform other duties as assigned.
• Perform customer service and provide technical support via chat, co-browsing, ticket, and phone.
• Triage, prioritize, manage and report on support tickets/resolutions.
• Use various systems, software and hardware tools to identify and diagnose devise health status and identify problems.
• Collaborate with management to champion efficient workflows and processes.

Requirements:

• Prior customer support experience strongly preferred
• Ability to work in a fast-paced team environment.
• Ability to multi-task and quickly adapt to changing priorities.
• Efficient in time management.
• Strong verbal communication and people skills
• Bachelor's degree, or relevant years of experience
• Strong technical proficiency
• Ability to learn new concepts and technologies quickly