Role Description The Distribution Customer Support Specialist is the client’s primary point of contact with PR Newswire. This role acts as a liaison, provides service and product information, answers questions, and resolves any emerging problems that the customer might face with accuracy and efficiency. Our team is genuinely excited to help customers. - Provide excellent customer service, respond efficiently to customer inquiries, and maintain high customer satisfaction via phone, chat, and email. - Set up and confirm orders submitted for distribution through PR Newswire, including: - Vetting content for acceptability. - Reviewing and confirming order details with clients to accurately pass information through a processing queue. - Counseling clients on additional product solutions. - Providing effective communication both verbal and written to support clients through the distribution process. - Be the point of resolution whenever possible. - Educate clients on PR Newswire products, services, and procedures. - Meet or exceed activity metrics as assigned. - Navigate various platforms and databases such as Salesforce, NetSuite, Microsoft Suite, and other proprietary platforms and databases. - Ability to reprioritize workload to ensure SLAs are met. - Form successful internal partnerships with other departments to improve ability to support customer needs (these areas include Finance, Technology, Sales, Product). Qualifications - Bachelor’s Degree required. - Must have at least 1 year of successful customer service experience. - Excellent communication skills. - Strong phone contact handling skills and active listening. - Detail oriented, goal driven. - Ability to multi-task, prioritize, and manage time effectively. - Ability to adapt/respond to different types of customers and high-pressure situations. - Strong computer skills. - Must be flexible with schedule with some OT and holiday coverage required. Benefits - State-of-the-art office. - Medical, dental, vision. - FSA (Health & dependent care). - Life & disability insurance. - 401(k). - Flexible PTO and work arrangements. - Casual work environment. - Tuition reimbursement & professional training.

• Du hilfst täglich per Telefon, E-Mail und Zoom E-Commerce Unternehmer:innen bei buchhaltärischen Problemen. • Sicherstellung einer hohen Kundenzufriedenheit durch klare und freundliche Kommunikation. • Identifikation wiederkehrender Probleme und Verbesserung unserer Lösungen. • Enge Zusammenarbeit mit dem Onboarding Automation Team zur Sicherstellung der Kundenzufriedenheit.

• Efficiently responding to inquiries via live chat • Taking full ownership of customer inquiries from the initial chat to diagnosing problems and providing updates throughout the process • Escalating complex issues to senior team members (product specialists) and developers by logging support tickets and follow up • Creating accurate instant set-ups via live chat, sharing articles and creating snippets. • Enhancing our support centres by identifying when articles need updating and reporting back to your lead.

• Deliver empathetic support across phone, live chat, email, and scheduled meetings to diagnose and resolve complex customer inquiries. • Develop and maintain deep technical mastery across all Tithely products to confidently support an expanding catalog. • Document software bugs with logs and reproduction steps to efficiently escalate complex issues to our Specialist Team. • Utilize KCS methodologies to identify gaps and update internal and external knowledge base documentation in real-time. • Leverage AI tools and resources to maximize efficiency while maintaining a personal, human-centered customer experience. • Manage your daily queue effectively to meet and exceed key metrics, including CSAT, SLA, and ticket solve count. • Identify cross-sell opportunities, driving product adoption and earning uncapped bonuses.