Customer Support Representative

Job Locations US-NV | US-AL-Birmingham
ID
2022-1521
Category
Customer Service/Support
Position Type
Regular Full-Time

Overview

Suzy puts the voice of the consumer at your fingertips. Whether you’re a novice or an expert researcher, our platform brings advanced tools together with the highest quality audience to deliver insights in minutes. Some of the biggest brands in the world use Suzy to deliver breakthrough products and experiences backed by data-driven decisions. Learn more at www.suzy.com.

Do you enjoy helping people through difficult problems? As a Customer Support Representative for the Qualitative Research Team, you will be responsible for answering chat inquiries and observing IDI & Focus Group Interviews for any technical issues that may arise. Our Customer Support Representatives are also responsible for monitoring the quality of our platforms qualitative responses and has the opportunity to be part of a new and growing team with in the Support Department. Duties will include researching, educating and resolving complaints, detecting potential spam accounts, identifying product bugs and performance issues, and other responsibilities to ensure customer retention and satisfaction.

Customer Support Representatives will primarily report to a Sr. Qualitative Specialist, who leads handling customer requests and associated procedures. Suzy has a collaborative and innovative workplace and the expectation is that as a Customer Support Representative, you will work closely with other departments to improve tactics, processes, and communications over time.

A Representative may need to respond to chat requests and be present in interviews after typical work hours or on the weekend. Weekday schedules will be flexible in order to balance out these commitments as necessary.

Responsibilities

  • Help members troubleshoot issues they encounter while using the Suzy Live platform and provide actionable tips to resolve the problem.
  • Represent the client & Suzy in IDI & Focus Group Waiting rooms & proactively confirm member qualification and device functionality prior to interviews.
  • Follow communication and security procedures, guidelines, and policies including all known PI procedures.
  • Moderate incoming Qualitative Research Responses based on Commercial team requests and general platform quality support needs.

Qualifications

  • Previous customer service experience.
  • Strong verbal and written communication skills
  • Experience multi-tasking in a fast-paced and changing environment
  • Proactive, organized, and detail oriented
  • Self-starting professional with a positive attitude
  • Empathetic communicator with a customer-focused mindset
  • Problem-solving and logical thinking skills; you demonstrate initiative, take ownership of customers' needs, and make suggestions to improve processes and customer service
  • Ability to work in a team environment and work a flexible or weekend schedule to meet our business needs
  • Computer-literate and proficient in Microsoft Excel / Google Drive
  • Previous Salesforce and or Zendesk experience is a plus, but not required

 

Benefits:

  • We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
  • A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
  • The opportunity to make an immediate impact as a part of a fast-growing company
  • The target base compensation for this role is $45,000 - $69,000 / yr.

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work. 

Suzy is committed to protecting its customers, employees, partners, and the company as a whole, from damaging acts that are intentional or unintentional.  Effective security is a team effort involving the participation and support of every user who interacts with company information/data and systems. It is the responsibility of each individual to help protect company information assets.

 

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