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Lever Implementation Training Environment

Posted 83 months ago

Open

Support Analyst

DetroitOn-sitePart-time

AI Summary

Supports analysts review and score customer support tickets for adherence to policies, and helps propose improvements and training materials. Strong written/verbal communication and attention to detail are essential.

About this role

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PLEASE READ: these jobs are testing jobs of Lever's testing environment - please do not apply for this job.

Lever was founded ten years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Yelp, Cirque du Soleil, Shopify, and Spotify rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture.

Lever Demo is looking to add a Support Analyst to the team. As a Support Analyst, you’ll work to ensure our global customer support teams are upholding the Lever Demo Guarantee and delivering world-class customer support. Support Analysts are responsible for reviewing and scoring customer support communications for policy and guideline adherence. Additionally, based on reviewed tickets, Support Analysts will make recommendations for improving the customer experience as well as identify training opportunities for the teams. Because our primary method of communication with customers occurs via messaging in our apps, Support Analysts must be incredibly detail-oriented with excellent written and verbal communication skills.

Responsibilities

  • Review daily queues of tickets from our global customer support teams and score them based on a set of criteria.
  • Work independently, effectively prioritize and manage your time to ensure you’re reviewing the necessary amount of daily tickets.
  • Learn, utilize, and multitask across a variety of tools to view account information, research and review policies while evaluating tickets.
  • Communicate effectively with internal leadership to identify customer pain points and propose solutions to policy, user experience, or other areas for improvement.
  • Assist in the development of training materials to address identified areas for improvement.

    • Requirements

  • 1-2 years experience in a related customer support role
  • Minimum 1 year in a quality assurance related role
  • Excellent written and verbal communication skills
  • Ability to identify and communicate trends
  • Passionate about providing incredible customer support and solving problems
  • Experience providing technical/troubleshooting support for e-commerce, Internet services or software a plus
  • Sense of humor!

    • Skills

    Customer SupportData AnalysisDocumentationE-commerce SupportInternal CommunicationOperations SupportPolicy AdherenceQuality AssuranceSoftware TroubleshootingTicket ReviewTraining Material DevelopmentTrend Identification

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