XTN-CC66242 | TECHNICAL CUSTOMER EXPERIENCE (CX) ADVOCATE

As a Tier 1 Technical Customer Experience (CX) Advocate, you are the first line of support for our customers, providing exceptional service and technical assistance. Your role is pivotal in ensuring customers maximize their experience with our products and services. This position demands outstanding communication skills, a problem-solving mindset, and the ability to adapt to a fast paced, dynamic environment.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Responsibilities

Customer Support

• Provide real-time support through Zendesk tickets and calls, ensuring prompt and accurate resolutions.
• Handle incoming phone calls to troubleshoot customer issues with empathy and clarity.
• Address a wide range of inquiries, including hardware setup, software functionality, troubleshooting, and best practices.

Technical Expertise

• Gain in-depth knowledge of Photobooth Supply Co.’s products, including assembly, software, hardware, printing solutions, and account management.
• Troubleshoot and resolve technical issues while escalating complex cases to the Tier 2 team when necessary.

Collaboration & Communication

• Work closely with the Tier 1 Team, fellow advocates, and Tier 2 teams to share knowledge, resolve escalations, and improve workflows.
• Participate in team training, mentorship, and development sessions to enhance your skills

Qualifications 

• 3+ years of technical support experience.
• Hands-on troubleshooting of cloud-based software, SaaS tools, or business applications.
• Familiarity with end-user issues like login/access errors, feature malfunctions, integrations, and performance issues.
• Strong communication skills for guiding customers through resolutions.
• Strong problem-solving skills with a customer-first mindset.
• Ability to troubleshoot technical issues in a clear, concise manner.
• Reliable, adaptable, and able to work independently in a remote setup.

Nice to have

• Familiarity with Zendesk supports ticketing systems.
• Background in photography, software, or event-related technology is a plus.

Skills & Competencies

• Proactive and resourceful in identifying solutions.
• Comfortable working in a remote team environment.
• Strong attention to detail and organizational skills. Ability to handle a high volume of inquiries while maintaining quality.
• Empathy and patience when dealing with customer challenges.