Junior Customer Support Specialist

  • San Mateo, CA
  • Full-time

Company Description

Viralheat is a social media and real time web analytics company offering a SaaS solution to businesses of all sizes. We are a growing and dynamic team, determined to create a powerful user experience. 


We offer excellent medical benefits, competitive compensation, equity positions and lunch delivered Monday through Wednesday. We’re currently located in San Mateo, CA and we keep a fully stocked kitchen!

Job Description

The Customer Support Specialist will be part of a small, energetic team responsible for answering questions from Viralheat customers and solving their billing and account problems. Ideal candidates will be excellent writers who love to be online, and have a passion for taking ownership of customer issues and solving them quickly, professionally and thoroughly. 

  • Research and respond to customer emails about billing issues, mobile phone questions, and account problems
  • Maintain a highly productive response rate
  • Exercise excellent judgment about when to issue a credit, escalate a problem to your supervisor, or simply pick up the phone and call the customer directly if they've sent in an e-mail
  • Report on trends in customer inquiries to help Viralheat detect problems and improve our policies and processes
  • Monitor Viralheat’s social media presence and respond to inquiries made via Facebook and Twitter
  • Monitor member feedback comments and follow up on outstanding issues
  • Provide first line of support for new members, troubleshooting and ensuring a smooth transition of service to Viralheat

Qualifications

  • 1+ years solving complex customer issues in a call center/customer service environment, or equivalent
  • Outstanding writing skills: ability to explain complex problems clearly and concisely, using flawless grammar and framing responses with warmth, personality and Viralheat branding
  • Strong experience with online tools: can quickly learn to use mobile industry systems, customer service interfaces, and social networking sites
  • Punctuality and efficiency: strong commitment to timely responses and schedule adherence
  • Courtesy and professionalism: treats all customers with impeccable politeness and patience regardless of the situation
  • Team player: enjoys sharing knowledge and supporting team members
  • First rate problem solver: must be able to analyze situations, think creatively, and deduce best solution
  • Social Media enthusiast: enjoys learning about social media and their features
  • Ability to work independently, staying focused and motivated under stressful conditions
  • Minimum 40 words per minute typing required
  • Twitter, Facebook, Google+ experience preferred
  • Zendesk and Salesforce experience preferred

Additional Information

Salary / Benefits

• You will work directly with the co-founder's of the company.
• We offer competitive salaries and full benefits, including health, dental, vacation and stock options.
• You will be an early employee and will get to make a significant impact on evolution of the company.Viralheat is an Equal Opportunity Employer.

All your information will be kept confidential according to EEO guidelines.