Customer Service Manager Test

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Lever was founded ten years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Yelp, Cirque du Soleil, Shopify, and Spotify rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture.

Seeking a self-starter who can work independently and in a team environment, responsible for responding to client inquiries via phone and email as well as working with support groups, management, and network engineers to resolve client issues. The Customer Support Representative is tasked with creating and updating technical support tickets, providing minimal technical support assistance, and escalating tickets to the next technical support tier.

Responsible for answering incoming phone calls and email correspondence from clients seeking technical support assistance. This fast paced environment operates 24/7/365 (staffed 24 hours, seven days per week, 365 days for each calendar year) and also includes night and weekend shifts.

Responsibilities

• Answer and respond to client phone calls and email correspondence timely.
• Capture and record accurate and detailed client information using CRM tools.
• Providing basic technical, network support assistance to end-users and enterprise clients.
• Routine updates and maintenance of escalated tickets.
• Register and record field technicians via a tracking log.
• Assist with equipment testing and configuration.
• Perform routine checks and maintenance of modem/gateways.
• Escalating technical support tickets to next level support teams.
• Proactively triage support notifications and alerts.
• Update and maintain ticketing system.

Required Education, Experience & Competencies

• Strong Customer Service background and customer focus abilities and skills.
• Excellent verbal and written communication skills.
• Independent, self-starter with team player qualities.
• Accurately capture detailed client information in CRM tool.
• Demonstrated professionalism and commitment to providing an above average client experience.
• Active listening skills and ability to engage with clients, build rapport, and anticipate their needs.
• Navigating multiple computer interactions.