Web/Interactive Customer Support Specialist

LOCATION
Winston-Salem, NC
Richmond, VA
Remote Position

Responsibilities:

  • Interact directly with clients to manage their incoming requests in our helpdesk
  • Monitor ticket workflow to ensure progress is completed in a timely and efficient manner
  • Follow up with clients on a routine basis to gauge customer satisfaction
  • Serve as a bridge between clients and development team to ensure the efficient completion of tickets
  • Develop understanding of Clients’ businesses and build effective working relationships with Client counterparts
  • Assist with billing, time tracking, and reporting
  • Effectively utilize Agency systems and procedures (opening jobs, billing, etc.)
  • Prepare routine status reports (internal/external)

Other responsibilities may include:

  • Assist the Chief Digital Officer and Interactive Account Executive with scheduling, reporting, team coordination, and other administrative tasks
  • Secure vital project input and approval documents at key project milestones
  • Schedule project kickoff, status, and review meetings with clients
  • Work directly with inter-agency account leads for new project requests
  • Work to understand the needs of the Client, then interpret those needs back to the team
  • Exhibit initiative, problem-solving mentality and decision-making ability
  • Develop creative solutions to problems and ways to complete assignments
  • Monitor changing scope of jobs and follow change management processes

Requirements/Qualifications:

  • Excellent organizational skills and ability to handle multiple tasks simultaneously
  • Strong time management skills—working in a timely and efficient manner
  • Creative, flexible, entrepreneurial and results-oriented work ethic
  • Focus on details without missing the big picture
  • Respectful of others, internally and externally
  • Good listener
  • Positive and professional in communications
  • Effective business-writing skills

The Bare Minimum:

  • Bachelor’s degree, preferably in a communications-related discipline (marketing, advertising, public relations, journalism). Alternatively, bachelor’s degree in unrelated discipline, coupled with 1-3 years of previous work experience in a customer support or client services capacity.
  • Proficiency in MS Word, Excel, PowerPoint, Outlook