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Customer Support Representative



About the Role

Do you enjoy problem-solving, finding efficient ways to work through complex customer inquiries, and thrive when communicating with customers? Are you incredibly organized and have strong time management skills? Are you a highly motivated customer support representative looking to join a rocket ship company with an awesome culture? Our ideal team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite. You will be in the front line of interacting with our customers and you will be the face and voice of Rockbot. If you love working in a fast-paced, growth environment this could be the perfect opportunity for you.

As a crucial member of the Customer Support team at Rockbot, you will have the opportunity to provide high level, white glove customer service to a growing customer base. In return, you will help us understand our customers’ needs by reporting emerging trends learned from working incoming tickets, chats, and phone calls. If you’re a self-starter who brings a solid background in high level customer service, we’d like to meet!

The Rockbot team is committed to creating uniquely qualified brand opportunities by changing the way media is experienced in businesses of every size and shape. We are technologists, music lovers, and content creators all focused on producing the most amazing customer experience possible - and we’re having a great time doing it!

You will:
Create an amazing experience for all customers
Have upbeat communication on incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns
Triage tickets by knowing when and where to escalate issues, customers, etc.
Solve tickets through 1-touch resolution
Update customer information in the customer service database during and after each call
You have:

1-2 years hospitality and/or customer service experience
Excellent written and verbal communication skills
Ability to collaborate in a team environment, as well as work as an independent contributor
Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment
A can-do attitude and amazing problem solving skills
Familiarity with ZenDesk, Slack and G suite are a plus
About Rockbot:

Rockbot is the first streaming platform to seamlessly combine TV, Music, and Digital Signage into one simple interface enabling businesses of all sizes to easily control their guest experience. We power in-location media for dozens of industries such as fitness, retail, hotels, restaurants, major airports and SMBs everywhere. Rockbot is backed by Google Ventures, Detroit Ventures, Universal Music and other leading investors.

About the Company

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