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Customer Support Specialist L2 (Photos)

Company

Mimeo
Address , Memphis, Tn
Employment type FULL_TIME
Salary
Expires 2023-07-21
Posted at 11 months ago
Job Description

Department

Customer Service (Mimeo Photos)

Employment Type

Full Time

Location

Memphis, TN

Workplace type

Fully remote


As a Customer Support for Mimeo Photos, you will be responsible for answering the toughest, most challenging questions, processing the biggest complaints while delivering top notch customer service. The types of questions and feedback you will receive cover a wide range of topics related to our software application, physical products, shipping and delivery information, regional and geographic inquiries, feature requests, bugs, service and quality reports, and much more. Since Mimeo Photos is a Mac-based application, you will need to be familiar with the basics of the operating system. Ideally, you will possess an advanced understanding such as how to adjust application and system preferences as well as walk a customer through menus and options within the interface.

Support for Mimeo Photos is delivered exclusively through a Hubspot ticketing system. As such, your ability to compose a thorough, efficient message without compromising tone or response time is crucial to ensuring a satisfied customer. Your communication skills are excellent. You are thoughtful, responsive, and above all, you are empathetic. You have the ability to put yourself in the customer’s shoes and understand the frustration they may be experiencing. You are calm, collected, and able to convey this through your messaging.

While you may not solve every issue, you always strive to. You learn from each unique case, continually adapting, to improve your dialog with what you’ve learned in prior customer engagements.

Your objective is to leave a customer with the feeling that they have been listened to and taken care of. You have the capacity to transform a first-time visitor into a lifelong customer. You are pivotal to the success of our business!

Key Responsibilities

  • Logging details about customer inquiries for follow-up and research
  • Communicating with customers via chat and email
  • Look for ways to improve processes to help drive customer satisfaction
  • Answering questions, capturing complaints, and gathering feedback from existing and prospective customers
  • Act as a point of contact for all escalated customer inquiries
  • Assisting customers with product setup, ordering, discounts, refunds, shipping, and delivery

Skills Knowledge and Expertise

  • Excellent communication skills, specifically with typed communication
  • Ability to work well in a fast-paced environment and gain up-to-date technical knowledge of the App and product by reviewing SOPs, and attending training/workshops, etc
  • Excellent problem solving skills with a passion for Customer Service
  • Understanding of the macOS operating system and how to adjust application and system preferences
  • Bachelor Degree or Equivalent related work experience preferred
  • Patience and empathy
  • Team player
  • Eagerness to learn and share knowledge
  • Experience with Apple Photos
  • Understanding of Hubspot CRM

Benefits

Mimeo’s Values: Act Like an Owner, Drive Customer Success, and to Enjoy the Ride, are the core of who we are and the decisions we make. As our employees are the most important aspect of our organization, we make it a point to provide competitive benefits.

Some of our Benefits include:

Competitive Salary with annual salary reviews to ensure we are aligned with the market and you are being rewarded for your excellent work.

Excellent medical, dental, and vision coverage for you and your family – We strongly encourage taking care of YOU, and that includes your mental health. Our new EAP coverage provides up to 12 free mental health sessions for all employees and their family members.

Flexible PTO Policy - It’s important to take time off to relax and rejuvenate, so you can function optimally when at work. Our generous PTO policy encourages you to take off when you need it so you can be at your best!

Internal career advancement opportunities - We firmly believe in promoting and growing from within, we pride ourselves in giving our employees the opportunity to flourish with us. The average lifespan of a Mimiac is about 7 years!

About Mimeo US

Mimeo.com is the innovator of online managed content distribution and printing. Our global footprint and cloud based platform provide customers the simplest way to create, manage, and distribute content they rely on to do business.
The minds, makers, and innovators at Mimeo are dedicated to giving back our customers what matters most – their time. Mimeo provides the easiest, fastest, and most reliable way to manage and distribute their content. We bring our customers’ content to life through print and digital formats to over 140 countries around the world.