Customer Support Specialist

As a Customer Support Specialist at Truework, you will play a key role in helping us deliver our product to our customers daily. Our operations team sits between our customers and back-end platform, playing a critical role in delivering a best-in-class experience to the hundreds of thousands of unique users our product and web application serves each month.

We are looking for a motivated and independent thinker with strong experience in high-volume call centers. We value tenacious curiosity and the ambition to deliver diamond-level service without exception. 

Responsibilities

• Independently resolve high volumes of inbound tickets via phone, email, and chat, aiming to solve 50-60 daily tickets while meeting SLAs.
• Troubleshoot complex technical issues, providing clear solutions to customers.
• Engage in proactive customer outreach initiatives to minimize recurring issues.
• Adhere to internal procedures to ensure exceptional customer service and compliance with regulatory standards.
• Communicate effectively with internal teams and customers, ensuring all necessary information is gathered to support Truework platform users.
• Escalate ambiguous issues to the appropriate teams for resolution.
• Continuously improve the income and employment verification process by understanding its nuances and identifying potential bottlenecks.

The work schedule for this role is Monday through Friday, 8:00 AM to 5:00 PM Pacific Standard Time. 

Our Customer Support Specialists work 100% remotely from home, and a reliable high-speed internet connection is required. 

You may be a fit for this role if you

• Have a minimum 2 years of experience providing technical support in a high-volume call center or similar environment
• Are dedicated to delivering a world-class customer experience
• Hold yourself to the highest standards when it comes to organization and efficiency
• Thrive in a fast-paced, collaborative environment
• Are resilient and known for remaining calm in high-pressure situations
• Have excellent verbal and written communication
• Are highly disciplined and can juggle multiple moving pieces and details at once
• Have a proven track record of excellence
• Are adaptable and motivated with a strong work ethic
• Prioritize security in your personal and professional lives. We handle sensitive personal data and put security above all else when making critical business decisions.

Would be nice to have

• A Bachelor’s degree in a related field
• Enjoy following a process and are motivated to point out areas for continuous improvement

Compensation, Benefits & Perks

Our cash compensation for this role is targeted at $16 - $21 per hour. Final offer amounts are determined by multiple factors including candidate expertise.

Bring Your TRUE Self to Work.

One of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.

If you have any questions before applying, please do not hesitate to contact tstanic@truework.com .

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