Customer Support Representative (EE) - job 1 of 3

As a Customer Support Representative at Motion, you'll be responsible for addressing customer inquiries in our support channels, elevating customer satisfaction by quickly resolving their issues, and utilizing our knowledge base for efficient problem-solving. You'll also play a crucial role in identifying technical concerns, contributing to the improvement of customer operations, and serving as a vital connection between our users and the product development teams.

To qualify for the Customer Support Representative role at Motion, you should possess solid written and spoken English skills and ideally have two years of customer support experience across diverse environments, or a degree from a respected institution. Familiarity with tools such as Front, Intercom, and Zendesk is advantageous but not mandatory, as we value enthusiasm and the ability to thrive in a dynamic, remote setting.

Yes, the Customer Support Representative position at Motion is fully remote, allowing you to work from your chosen location. However, please note that the working hours will align with Eastern European Standard Time, beginning at 8:00 PM, so some flexibility is required.

At Motion, you'll be part of a vibrant and collaborative culture that values innovation and internal growth. We actively encourage our employees to provide feedback and help shape our practices. The environment is fast-paced and dynamic, perfect for individuals eager to learn and redefine customer support standards.

At Motion, we are committed to career advancement for our Customer Support Representatives. There are clear pathways to progress from a Senior Agent to roles in management or Customer Operations Analyst within the organization, supported by regular pay reviews and ongoing training opportunities.

In my view, excellent customer service means actively listening to customers, fully understanding their issues, and providing timely, effective solutions that not only resolve their problems but also enhance their overall experience. It’s about fostering relationships and building trust.

When faced with a difficult customer, I would remain calm and patient, actively listen to their concerns without interrupting, and empathize with their situation. Then, I would clarify their issues and work collaboratively to find a satisfactory resolution while ensuring they feel valued and understood.

Certainly! In my previous role, I noticed frequent inquiries about a specific product feature. I proposed creating a detailed FAQ document to address these queries proactively, which not only reduced the number of incoming tickets but also empowered customers to find solutions themselves, enhancing overall satisfaction.

I prioritize tasks based on urgency and complexity. I assess which issues require immediate attention and which can be resolved quickly. If I encounter a complex issue, I ensure to communicate with the customer about the expected timeline while addressing simpler queries in the meantime.

I am experienced with customer support tools like Zendesk and Intercom for ticket management and communication. Additionally, I’m well-versed in using CRMs and knowledge management systems, which help streamline workflows and ensure efficient interactions.

To stay updated, I would leverage internal communications such as team meetings, product updates, and documentation shared within the company. Regularly reviewing release notes and actively engaging with the product and engineering teams would also allow me to stay informed.

My communication style is clear, friendly, and adaptable. I strive to make complex information digestible while ensuring that customers feel comfortable and heard. I believe fostering an open dialogue is essential for effective service.

I am driven by the satisfaction of helping others and making their lives easier. Knowing that my efforts can have a positive impact on a customer's experience motivates me to go above and beyond.

If I encountered a situation where I didn’t know the answer, I would reassure the customer that their concern is important and actively research the issue, seeking assistance from colleagues or referring to knowledge databases. I would keep the customer updated on my progress until a resolution is reached.

I believe the biggest challenge today is managing customer expectations in our fast-paced, technology-driven world. Customers expect quick resolutions and personalized service, which necessitates continuous learning and adaptability to new tools and methods.