Customer Service & Support - 100% Remote100% Remote

Role: Customer Service & Support

Duration: 18 months

Location: Remote

Rate: $20 - $25/hr on W2

Description

Warranty RMA Processing Associate

Meraki Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations as a Warranty RMA Processing Associate . This team focuses on handling Warranty RMA Support Cases and is responsible for providing quality support for our growing customer base.

This customer-facing role exposes you to a variety of complex problems that require deep and detailed investigation and problem-solving. The role will also require you to work with many teams within Meraki, including but not limited to, Engineering, Product Management, Sales, and Operations - providing opportunities for career growth in a fun, challenging, and fast-paced environment.

Responsibilities

• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Work with the Support, Product, Sales and Operations teams on customer escalations.
• Process and submit warranty RMAs (Return Merchandise Authorization) with an extremely high rate of accuracy.
• Work with the leadership team to improve processes.
• Own each warranty RMA case from initial creation to submission.
• Effectively communicate with internal stakeholders and third parties such as partners and customers regarding warranty RMAs in writing.
• Collaborate with the technical support team to address any case that escapes your area of expertise.

Qualifications

Takes pride in doing excellent work, and can both teach and learn from those around them.

Outstanding English language written and verbal communication skills and comprehension with the ability to clearly and concisely articulate matters to third parties.

Attention to detail.

Nice to Haves

Experience with SFDC or other like CRMs