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User Operations Specialist
Location
United States
Posted
133 days ago
Salary
$72K - $98K / year
Seniority
Mid Level
Job Description
User Operations Specialist
Harvey
• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions. • Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness. • Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed. • Maintain a deep understanding of our products and services to provide knowledgeable support. • Document customer interactions and feedback to aid in continuous improvement of our services. • Work closely with other departments to resolve customer issues and contribute to the overall customer experience. • Stay informed of new product features and updates to provide accurate and current support. • Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.
Job Requirements
- 2+ years proven experience in a customer support role, preferably in a high-tech or fast-paced environment providing “white glove” or “premium support” to large enterprise customers.
- Exceptional empathy and a genuine desire to help and connect with customers.
- Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
- Excellent organizational skills, capable of managing multiple tasks and priorities effectively.
- Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
- Understanding of API's, and ability to explain complex API concepts to both technical and non-technical customers.
- Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
- Ability to work collaboratively in a team environment and build positive working relationships across departments.
- A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
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