Sr Customer Support Specialist

About the Role:

Matterport's customer support organization plays a key role in achieving our vision. Our team is dedicated to addressing customer pain points, empowering our global user base via self-service, and optimizing customer support interactions to create an effortless experience.

As part of our customer support team, you will gain professional expertise in our products and processes. Your role will involve applying company policies and procedures to address various issues. This client-facing position is a partnership with our clients, where you will provide seamless service by assisting with product and service inquiries. Additionally, you will capture orders from customers over the phone and review orders to ensure accuracy and satisfaction. You'll leverage your industry knowledge to meet clients' imagery and visual needs, offering resources, guidance, and recommendations. Excellent communication with our clients is crucial for achieving exceptional first-contact resolution and outcomes.

#LI-Remote

• Answer customer support inquiries accurately and professionally through inbound phone calls, chat sessions, SMS, and emails.
• Place/Schedule new orders via the online order system and inbound phone calls, ensuring all details are correctly entered and processed efficiently.
• Utilize and manage numerous calendars, providing accurate availability to clients. 
• Navigate and utilize various scheduling tools to enhance our service efficiency and client satisfaction.
• Serve as the first level of issue resolution, addressing and resolving customer concerns promptly and effectively.
• Maintain comprehensive knowledge of products, services, and promotions to provide informed assistance to clients.
• Escalate complex issues to the appropriate departments when necessary, ensuring timely follow-up and resolution.
• Document all client interactions and transactions thoroughly in the CRM system for accurate record-keeping and analysis.
• Assist clients with order tracking, cancellations, refunds, credits etc., providing clear instructions and support throughout the process.
• Collaborate with team members and other departments to continuously improve the customer service experience and resolve recurring issues.
• Monitor and manage multiple communication channels simultaneously to ensure prompt response times and client satisfaction.
• Provide feedback and suggestions to management on ways to improve processes, increase efficiency, and enhance the client experience.

• Minimum of 2 years of relevant experience in customer service, preferably in Real Estate or Technology company
• Excellent critical thinking, problem solving, and organizational skills
• Great people skills and ability to communicate (constructive) feedback
• Motivated by Matterport’s mission to create a seamless support experience for our customer base
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Experience with high priority clients, compliance, product support, billing/payments, and other relevant operational domains
• Fantastic communication skills in order to operate across multiple departments and stakeholders, including working across time zones

• Comprehensive health plans* – 100% of premiums covered for employees & 88% of dependent   premiums for US employees
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
• 401k

Belief in Diversity

At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.

Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act

For more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy