Handles incoming clients tickets in a multi-channel support environment, communicating via phone, by email, or on chat
Creates cases in a case management system to document client inquiries
Maintains daily log to show productivity and identify individual strengths and weaknesses
Participates in special projects assigned by leadership such as site testing and client support initiatives
Makes outbound calls to clients on complex issues that require additional interactions for resolution
Adapts to changes in processes and policies as determined by leadership
Demonstrates dependability to complete individual projects based on company needs. Examples of projects include but are not limited to: site testing, create training videos, client outreach projects, Knowledge Base article creation and review, and participation in local events to promote Zenwork
Coordinates communication with the Development team and provide appropriate details about client issues for resolution
Knowledge, Skills, Abilities *Exceptional Customer Success skills *Attention to detail *Committed work ethic *Demonstrates empathy *Ability to multi-task and prioritize multiple assignments *Ability to work independently while contributing to team goals *Strong verbal and written communication skills *Computer literacy, including internet applications and some Microsoft Excel...Tax1099 technical stack will be trained on. *Incident interpretation and analytical skills *Ability to remain calm in a stressful situation *Maintain security of confidential information *Arrive punctually and have excellent attendance *Maintains professional environment and refrains from personal distractions while working
Willingness to learn Tax1099 technical stack and continuous education of it will be required. Desired Skills and Experience Customer Service, Call Center