Sr. Customer Support Specialist

Job Description

• Answer customer support inquiries accurately and professionally through inbound phone calls, chat sessions, SMS, and emails. • Place new orders via the online order system and inbound phone calls, ensuring all details are correctly entered and processed efficiently. • Serve as the first level of issue resolution, addressing and resolving customer concerns promptly and effectively. • Maintain comprehensive knowledge of products, services, and promotions to provide informed assistance to clients. • Escalate complex issues to the appropriate departments when necessary, ensuring timely follow-up and resolution. • Document all client interactions and transactions thoroughly in the CRM system for accurate record-keeping and analysis. • Assist clients with order tracking, cancellations, refunds, credits etc., providing clear instructions and support throughout the process. • Collaborate with team members and other departments to continuously improve the customer service experience and resolve recurring issues. • Monitor and manage multiple communication channels simultaneously to ensure prompt response times and client satisfaction. • Provide feedback and suggestions to management on ways to improve processes, increase efficiency, and enhance the client experience.

Qualifications

• Minimum of 2 years of relevant experience in customer service, preferably in Real Estate or Technology company • Excellent critical thinking, problem solving, and organizational skills • Great people skills and ability to communicate (constructive) feedback • Motivated by Matterport’s mission to create a seamless support experience for our customer base • Problem-solving capabilities to create meaningful strategies to improve support quality • Experience with high priority clients, compliance, product support, billing/payments, and other relevant operational domains • Fantastic communication skills in order to operate across multiple departments and stakeholders, including working across time zones

Benefits

• Comprehensive health plans* • Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees • 401k, Company ownership in the form of RSU’s & ESPP Program