Ticketing Customer Success Agent

Description

At AgentMethods we provide high quality online marketing services to insurance agents across the United States based on our unique software-as-a-service platform. As a nimble, entrepreneurial organization, we look for people interested in thinking creatively and having a say in how their work is done. We are looking for a part time customer support agent to manage support tickets and join our growing company.

We offer a flexible work environment with interesting work. You will help our customers understand how both our products work AND how they use them to fulfill their business goals. Because this is a remote position, you should be self-driven and organized.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Customer Assistance: Provide exceptional service by addressing customer questions, resolving complaints, and processing changes or cancellations to customer plans, as needed.
System Management: Utilize ticketing software to process inquiries, schedule meetings, and update customer information.
Problem Solving: Address and resolve issues when possible, and escalate tickets unable to be resolved to senior members of the team.
Daily & Weekly Standup Meetings: Actively participate in daily 1:1 meetings with your direct supervisor and all-team meetings (via Zoom and Slack).
Qualifications

Ability to read, write, speak and understand the English language.

Ability to make independent decisions when circumstances require.
Execute problem solving workflow for new and unfamiliar tickets.
Able to work in close collaboration with support team members.
Stress tolerant (don’t worry, 99% of our customers are really nice).
Comfortable with the basics of internet technology and small business online marketing.
Respond to company communication in a timely manner, included but not limited to Emails, Slack, etc.
Education

High school diploma or equivalent required. Higher education is preferred.

Experience

6-8 months prior experience in customer service or ticketing operations is preferred.

Skills

Excellent written communication skills
Problem analysis and problem-solving
Attention to detail and accuracy
Customer service oriented
A knowledge of of insurance and financial services is a plus, but not required
Report to

Customer Success Team Lead

Location

You’d be joining a fully-remote team. The company’s customer support hours are 9am to 6pm EST, Monday to Friday (your hours would need to overlap with 10am to 2pm EST time, Monday to Friday).