The "Achievers Employee Experience Platform\xe2\x84\xa2" delivers high-frequency recognition that drives business outcomes for HR and business leaders, from decreased turnover to increased engagement. Designed specifically to meet the needs of today\xe2\x80\x99s workforce, it empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With more than 3 million users, the Employee Experience Platform inspires brilliant performance in 170 countries. Visit us at www.achievers.com to learn more and join us in our mission to Change the Way the World Works\xe2\x84\xa2.


Overview:


A Customer Support Services Specialist is a highly motivated, customer-oriented individual who is passionate about the Achievers experience! Our Global Customer Support Services team guarantees the highest level of excellence to ensure that our program administrators and internal stakeholders rave about our services and get the answers they need in real time. If you are technically savvy and are passionate about delighting customers, you\xe2\x80\x99ll fit right in! As a Customer Support Specialist, you will have the opportunity to advance your career with additional internal training opportunities leading to increased customer support and technical understanding.

Responsibilities:

• 
  Get connected and handle inbound and outbound queries via phone and our case queues in Salesforce
• Turn our program administrators and internal stakeholders into \xe2\x80\x9cRaving Fans\xe2\x80\x9d by providing world class program support
• Handle all inquiries from our program administrators, responding via phone and through Salesforce, including updating clients on the progress of their requests
• Assignments may also be provided by leadership to ensure customer coverage and assistance with escalated issues
• Use your epic problem-solving skills to resolve inquiries, program assistance requests, and complaints
• Handle multiple case types from our program administrators including functionality issues, structural changes to their programs, campaigns and reporting requests
• Partner with other teams to resolve client issues (TSA, CS) when required
• Navigate our platform like a pro and stay up to date with new features and releases
• Recognize your peers and be recognized for being awesome!
• Troubleshoot issues with computer systems, web\xe2\x80\x90based applications and mobile technology

Qualifications & Skills:

• 
  1-3 years of related work experience
• CRM (Salesforce) in-depth knowledge
• Exceptional communication and interpersonal skills
• Basic HTML capabilities and overall technical aptitude
• Experience working directly with customers or clients
• Experience within a metric driven environment
• Fluent in computer applications (MS Word, Excel, Outlook)
• Ability to understand technical aspects of software functions

You want to:

• 
  Lead by example, be solution focused and dependable
• Meet or exceed service level agreements (SLA targets) and other measures of success
• Provide coaching moments for teammates, as needed
• Empower team members to take ownership and action
• Create a positive and supportive environment and be available for questions from all teams
• Ensure best practices are followed and create processes where needed
• Advance your career with additional internal training opportunities leading to increased customer support and technical understanding
• Work alongside of some of the best teammates in the industry

About Achievers:

As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and love our culture. Achievers is more than just a software company; we are industry leaders in the HR space.


We have been recognized in numerous publications for our contributions to HR, for technical excellence and for our outstanding workplace culture!


Check out our platform in action here


Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.