Role Description The CARE Specialist has a key position in supporting Vista to become the expert design and marketing partner for small businesses. The purpose of the role is to act as a first point of contact for our customers. By offering omni-channel support (phone, email, chat, studio) regardless of market, CARE Specialists answer product and service questions and help our customers identify their true needs, and guide them to select the best products, designs and services so they can achieve their goals. - Assist our customers with any queries that may arise on various communication channels (telephone, chat, email, and any additional channels as developed). - Process any customer case with the help of available resources, providing all necessary information. - Resolve any customer query in the moment or escalate it to the appropriate party. - Independently determine appropriate questions to ask the customer to uncover implicit and explicit needs of the customer. - Perform accurate diagnosis of customer inquiries and promptly provide appropriate solutions/responses based on defined procedures. - Continuously provide feedback that will help to identify customer challenges and reduce effort. - Identify a suitable product, design, or service that is coherent with the customer's explicit needs. - Educate our customers on how to use the products and services we offer to market and grow their businesses. Qualifications - Excellent oral and written communication skills. - Minimum of a secondary level education with certification in English (e.g. CXC grade 1 or 2 or equivalent), Mathematics or Principles of Accounts (grade 1, 2, 3 or equivalent) and any three other subjects. - Strong interest in eCommerce and marketing and a passion for print and design. - Good digital literacy, allowing you to connect with our customers on all channels to support them, e.g. phone, email or chat. - A friendly and empathetic manner in conveying a genuine understanding of a customer’s concern and ensuring them that they are being heard. - Must be available to work any shift that falls within our operating hours, which spans 24 hours, 7 days per week. Benefits - Award-winning Remote-First company. - Inclusive community. - Opportunities for growth. - Vista Behaviors that exemplify the behavioral attributes that make us a culturally strong and high-performing team. Company Description VistaPrint is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. Together, VistaCreate, 99designs by Vista and VistaPrint represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. VistaPrint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.