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Customer Experience Agent - Slack
Company | Slack |
Address | Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-09-02 |
Posted at | 9 months ago |
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
- Identify, reproduce, and document bugs for the Engineering and Product teams to support quicker customer resolutions and improve our ability to mitigate customer friction
- Create and maintain high quality documentation to support new and existing feature launches
- Provide fast, accurate and personalized communication to Slack users through: email, phone, live chat, and social media
- Recognize specific customer needs and be the champion of each organization’s use case to help them achieve their goals
- Effectively resolve customer issues by developing expertise in relevant product areas and by troubleshooting complex customer issues with a high level of accuracy
- Identify and surface customer trends, helping to implement process improvements in collaboration with relevant teams across Slack
- Empathize with every aspect of the customer experience, leading initiatives to continuously improve how, why, and when customers receive support
- Contribute to the ongoing learning and success of your team and the company through mentoring your peers and sharing timely and actionable feedback
- You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills
- You are a collaborative teammate who believes that the whole is greater than the sum of its parts
- You have a high degree of self-awareness, are adaptable in changing environments and maintain composure. You model this for your team
- You are available to participate in our weekend shift rotation to support on-call needs
- You are curious about technology and have a solid understanding of the impact to business and customers when something in software goes wrong
- You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers
- You are empathetic and enjoy teaching complex issues to customers and team members at all levels of proficiency
- You have relevant professional experience and maintain a keen interest in providing outstanding customer support experiences
- You have a track record of proposing high impact improvements and executing them collaboratively
- You are resourceful, flexible and hold yourself and the team accountable to results
- You have a post-secondary degree or equivalent professional experience
- A related technical degree required
- You lead initiatives, follow through on your commitments and persevere in the face of obstacles
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