Customer Support Representative

Now, Audiense is seeking an experienced, polished, and customer-focused Customer Support Representative to join our dynamic team and take our highly rated customer support services to the next level!

In this role, you will be responsible for working with experience. If you are genuinely excited to help customers, problem-solving comes naturally to you, and you strive to exceed customer support expectations, Technical Support and Product Teams to advocate our clients’ needs, managing their expectations, and gathering customer feedback to improve processes.

Our ideal candidate is patient with investigating and troubleshooting to effectively resolve issues, has a “How Can I Help” mindset, and thrives in a fast-paced environment focused on providing exceptional customer support. Let’s connect!

The Career Opportunity This position has high expectations, as you will have extensive exposure to our Product, Sales and Customer Success teams at all levels. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization!

What You Will Do

• Respond efficiently to customer inquiries and maintain exceptional customer satisfaction for multiple products.
• Prioritize incoming customer support cases in a high-volume, fast-paced environment.
• Manage support case details in our case tracking system.
• Respond to customer questions, update clients on project status, and troubleshoot issues in a timely manner.
• Collaborate daily with our customer facing teams to represent our customers’ needs, both immediate and long-term.
• Manage chat, phone and email cases simultaneously, prioritize tasks, and reach deadlines.
• Provide efficient productivity and exceed clients’ expectations for support.

Qualifications

• Bachelor’s Degree with 0-3 years of work experience.
• Must be open to work evenings, occasional weekends, and/or holidays.
• Major in Marketing, Real Estate or Business preferred
• Excellent customer-facing and communication skills, both written and verbal.
• Ability to accurately analyze and interpret data.
• Exceptional organizational and time management skills.
• Superior troubleshooting, resolution, and analysis skills.
• Ability to perform complex tasks and prioritize multiple projects.
• Previous experience in a high-volume call environment and/or customer support role is a plus!