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User Operations Specialist

Location

United States

Posted

133 days ago

Salary

$72K - $98K / year

Seniority

Mid Level

Bachelor Degree2 yrs expEnglish

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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