Customer Support Associate

As a Customer Support Associate at Proof, your key responsibilities include performing customer support through chat, email, and phone. You'll need to maintain a positive and empathetic attitude while resolving product or service questions, determining the root cause of issues, and providing clear solutions. The role emphasizes communicating effectively, giving accurate information, and taking on additional responsibilities as needed, all while contributing to a supportive and collaborative team.

To apply for the Customer Support Associate position at Proof, candidates should ideally have experience in customer service, preferably in a contact center environment. Strong written and verbal communication skills are a must, along with the ability to multitask and handle technical issues patiently. The ideal applicant is someone who demonstrates commitment, flexibility, and a proactive attitude in resolving issues and exceeding customer expectations.

The expected salary range for a Customer Support Associate at Proof is between $22 and $23 per hour. The offered compensation will vary based on your skills, qualifications, experience, and location. Furthermore, Proof offers an extensive benefits package that includes medical, dental, vision coverage, as well as retirement plans with matching contributions, emphasizing our commitment to employee well-being and development.

At Proof, the customer support team operates Monday through Friday from 8am to 10pm EST, and on weekends from 8am to 7pm EST. Flexibility is essential as your schedule will vary based on these operating hours, allowing you to be actively involved in supporting customers whenever they need assistance.

Proof offers a comprehensive benefits package to its Customer Support Associates, including medical, dental, and vision insurance, life and disability coverage, and unlimited sick and vacation time. You will also enjoy perks such as a 401k plan with a 4% match, monthly work-from-home stipends, professional development credits, and additional wellness reimbursements, all aimed at supporting your health and career growth.

When dealing with a difficult customer, it's vital to remain calm and empathetic. First, actively listen to their concerns without interrupting, showing that you value their feelings. Then, acknowledge the issue and reassure the customer that you will work to resolve it. Highlight your problem-solving skills and share how you would approach the situation step by step, emphasizing your commitment to their satisfaction.

To convey how you exceeded customer expectations, choose a specific instance where you proactively identified a need and took action. Explain the scenario, what you did differently, and the positive impact it had on the customer. This will demonstrate your commitment to excellent service, a key quality for a Customer Support Associate at Proof.

Prioritizing tasks during busy periods requires effective time management and quick decision-making. Describe how you would assess urgent customer needs and then create a list of tasks based on their urgency and impact. Explain your approach of first addressing critical issues while setting a plan for less immediate tasks to ensure all customers receive timely support.

The most important skills for a Customer Support Associate include strong communication, problem-solving abilities, empathy, and tech-savviness. Highlight how these skills enable you to effectively connect with customers, provide solutions, and navigate technical issues. Explain why you believe these abilities align perfectly with the role at Proof.

Keeping motivated during repetitive tasks can be challenging but is crucial in customer support. Share strategies, such as setting personal performance goals, varying your workflow, or reminding yourself of the positive impact your support has on customers' lives. This shows your commitment to maintaining a high level of service at Proof, regardless of task monotony.

Discuss your experience handling technical issues by providing examples that highlight your troubleshooting skills. Emphasize your approach to identifying problems, using the right tools to find solutions, and communicating effectively with customers. This response will illustrate your readiness to address technical challenges effectively as a Customer Support Associate at Proof.

When answering this question, express your genuine interest in Proof’s mission to digitize trust and how that aligns with your values. Mention your excitement about the role, the opportunity to help customers with significant transactions, and your dedication to customer satisfaction. This will showcase your enthusiasm for contributing to Proof's vision.

Handling feedback and criticism professionally is essential. Explain how you view constructive feedback as an opportunity to grow and enhance your skills. Share an example of a time you received feedback and improved a specific aspect of your work, demonstrating your willingness to learn and achieve excellence as a Customer Support Associate at Proof.

If you encounter a question you're unsure about, admit it honestly to the customer instead of guessing. Explain your process for finding the answer, whether it involves consulting a knowledge base, reaching out to colleagues, or escalating to a supervisor. This approach highlights your integrity and commitment to providing accurate information, a vital trait for a Customer Support Associate at Proof.

Provide a specific example where you took a dissatisfied customer’s feedback and turned that situation around. Discuss the steps you took to resolve their issue and how your actions resulted in the customer's satisfaction. This will showcase your conflict resolution skills and dedication to exceptional customer support at Proof.