Customer Support Specialist, East

As a Customer Support Specialist at Attentive, your primary responsibility will be to provide exceptional support to our customers via email and live chat. You will troubleshoot technical issues, advise customers on best practices for using the platform, and assist with urgent needs. Your role is crucial in exceeding customer expectations by delivering timely and accurate resolutions.

To apply for the Customer Support Specialist position at Attentive, you should have at least 1 year of experience, preferably in customer support, and hold a 4-year Bachelor’s Degree. A strong interest in software and startups, exceptional communication skills, and the ability to thrive in a fast-paced environment are also crucial.

At Attentive, we provide comprehensive training for our Customer Support Specialists. You will continuously learn about the Attentive platform, mobile marketing best practices, and the broader ecommerce landscape. This training will equip you with the knowledge needed to handle customer inquiries effectively and become a resident expert on our solutions.

Attentive fosters a fast-paced and collaborative work environment for Customer Support Specialists. You will work cross-functionally with teams such as marketing, sales, and product development. Our culture promotes innovation, inclusivity, and teamwork, encouraging employees to rally around each other’s successes.

Attentive is committed to your professional growth. We encourage our Customer Support Specialists to continuously learn and develop their skills. You'll have access to various resources, mentorship, and training opportunities that empower you to advance your career within the company.

When troubleshooting a technical issue, I would first ensure clarity by asking relevant questions to understand the customer’s problem better. Then, I would gather information, analyze the situation, and provide step-by-step solutions while keeping the customer informed throughout the process. Patience and clear communication are key.

To manage multiple inquiries effectively, I would prioritize based on urgency and complexity. Utilizing tools for tracking and categorizing requests allows me to address urgent issues first while maintaining quality responses for all customers. Staying organized is essential in a fast-paced environment.

I recall a situation where a customer faced a significant technical challenge. I took the initiative to not only resolve their immediate issue but also followed up with a tailored guide for future reference. This proactive approach not only resolved their current concern but also built trust and enhanced their experience.

I admire Attentive’s AI-driven approach to personalized marketing and its commitment to enhancing customer engagement. The opportunity to work with leading brands and be part of an innovative team excites me. I am eager to contribute my customer support skills in a fast-growing environment like Attentive.

I view feedback and criticism as an opportunity for growth. I listen actively to understand the customer's perspective, thank them for their input, and assure them that I will work to resolve their concerns. Constructive criticism helps me improve my approach and ensure better customer experiences.

The most important quality of a Customer Support Specialist is empathy. Understanding the customer's feelings and perspectives allows us to provide personalized support that resonates. Additionally, combining empathy with problem-solving skills ensures effective solutions are delivered.

I stay updated on mobile marketing trends through various methods, such as following industry news, attending webinars, and participating in relevant online forums. Networking with professionals in the field and engaging with thought leaders is also vital for continuous learning.

I would start by introducing them to our support tools and processes, followed by shadowing sessions to observe how we interact with customers. I would then encourage them to practice responding to inquiries, providing guidance and feedback along the way to ensure they feel confident in their role.

I prioritize customer issues by assessing their urgency and potential impact on the customer’s business. I segment issues into tiers based on urgency and complexity, allowing me to manage my responses effectively while ensuring critical issues are addressed first.

If I encountered a complex issue, I would first gather all relevant details before reaching out to the involved team. Clear communication of the situation and any customer-related insights would be vital. Collaboration is key to solving problems efficiently, and I would coordinate follow-ups to keep everyone aligned.