MuckRock is seeking a remote part-time Customer Support Specialist to join the Customer Support Team. The Customer Support Specialist will contribute to our existing customer-obsessed team by efficiently responding to user inquiries via Zendesk, making calls to government agencies, helping troubleshoot a range of technical and logistical questions, and helping maintain our database of agency contacts.
This position requires someone who is highly organized and detail-oriented with great communication skills, both written and over the phone. This applies to internal communication with staff and external communication with agency contacts. Building our agency database requires consistent follow-up and maintaining relationships with records offices, so we need someone who is skilled in persistent yet amicable communication, as well as someone who can learn and explain a wide range of software packages and help identify challenges users are having with software and come up with solutions on the spot.
While the hours are flexible, the majority of this work must be done during regular business hours Monday through Friday. The Customer Support Specialist will also need to be available during established times to check in with staff.
Job Responsibilities
The Customer Support Specialist, who reports to the Customer Support Manager, is responsible for the following:
- Respond to user inquiries in a timely, helpful, and empathetic way via Zendesk.
- Make outbound calls to government agencies.
- Maintain agency contact log.
- Improve the team’s productivity and efficiency.
- Share feature requests with team members.
- Inform users about new features and functionalities.
- Gather user feedback and share it with the Customer Support Manager.
Qualifications
We are seeking candidates who are customer-obsessed, results-oriented, and have strong time management skills. You should have:
- Some prior experience in a customer support role or customer service role, ideally with Zendesk.
- Strong written and verbal communication skills.
- Two references who have worked with you in some capacity.
This position is remote and part-time at 20 hours per week. Compensation starts at $20.00 per hour and does not include benefits.
To apply, please fill out the application form located here. You may also direct any questions to jobs@MuckRock.com (please do not send applications to this address).
To apply, please fill out the application form located here. You may also direct any questions to jobs@MuckRock.com (please do not send applications to this address).
Data source
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