Customer Support Specialist I - job 1 of 2

As a Customer Support Specialist I at Sovrn, you will handle a variety of customer inquiries related to account management, technical support, and product integration. You will communicate with customers, analyze data to derive insights, ensure effective problem resolution, and contribute to our Knowledge Base. The role also involves escalating issues when necessary and engaging with our longtail publishers for customer success outreach.

To apply for the Customer Support Specialist I role at Sovrn, candidates should have prior experience in customer service, particularly in a support role. Familiarity with Mac OS and Google Office Suite is essential, along with strong communication and problem-solving skills. A growth mindset, exceptional organizational skills, and the ability to multitask in a dynamic environment are highly valued.

In the Customer Support Specialist I role at Sovrn, you will utilize tools such as Looker for data analysis and MySQL for handling publisher data. You may also engage with multiple platforms to manage customer inquiries and contribute to our Knowledge Base, making tech-savviness an important asset in this position.

Sovrn offers a comprehensive benefits package for the Customer Support Specialist I position, including competitive salaries, stock options, medical, dental, and vision coverage, paid holidays, flexible vacation, 401(k) plans, and paid parental leave. Additionally, the company promotes a healthy work-life balance and provides a culture of continuous learning and growth.

A Customer Support Specialist I at Sovrn plays a crucial role in ensuring customer satisfaction by addressing inquiries and resolving issues effectively. By communicating with publishers and providing valuable insights from data analytics, you help clients make informed decisions and enhance their business operations, ultimately supporting their independence in the Open Web space.

When answering this question, highlight any previous roles in customer service or support. Provide examples of how you effectively resolved issues, communicated with clients, and contributed to enhancing customer satisfaction, emphasizing teamwork and your growth mindset.

It's essential to remain calm and empathetic when dealing with difficult customers. Explain your approach to active listening, acknowledging their concerns, and working towards a solution. Highlight a specific example where you turned a negative experience into a positive outcome.

Share your organizational techniques and mention tools or methods you use to keep track of tasks and deadlines. Explain how you assess urgency and importance to manage your workload effectively while remaining flexible to changing priorities.

Communicate your enthusiasm for learning and providing specific examples of how you have adapted to new tools in the past. Discuss any resources you utilize, like documentation or online courses, to enhance your technical skills quickly and effectively.

Discuss qualities like communication skills, empathy, problem-solving abilities, and the capacity to work collaboratively. You can relate these traits to your own experiences and how they contribute to exceptional customer service.

Provide a concrete example of a situation where you took extra steps to resolve a customer's issue or enhance their experience. Emphasize your initiative, creativity, and commitment to customer satisfaction.

Talk about your approach to continuous learning through resources like industry blogs, podcasts, and online communities. Illustrate how staying informed helps you provide better support and insights to customers.

Share an example that highlights your collaboration and communication skills within a team setting. Discuss how collective problem-solving led to an effective solution and improved outcomes for your customers.

Discuss your intrinsic motivation, such as a passion for customer service, dedication to helping others, and the desire for personal development and success. Connect this motivation to your alignment with Sovrn's values and mission.

Acknowledge the potential challenge of repetitive tasks and explain how you maintain accuracy and efficiency. Share strategies you use to stay engaged, such as setting personal goals or finding ways to improve existing processes.