Initial Response Specialist - Client Services Team
Summary:
Monsoon is looking for a talented individual to fill the role of Initial Response Specialist. Monsoon’s business is linked directly with the day-to-day success and growth of our customers. The Initial Response Specialist provides front-line contact with Monsoon software users. The ability to build and maintain a sense of expertise and security for our customers is essential.
As a full time Initial Response Specialist you will be working alongside other support personnel to support new and existing customers in the use of Monsoon Software. You will work directly with customers by email, chat and telephone and assist in initial diagnostics and provide canned solutions.
The ideal candidate will have exceptional written and verbal communication abilities, as well as some understanding of software functionality. A knack for prioritizing and resolving issues under pressure and in a timely manner is a must. This is an entry-level position. This is NOT an inside sales/telemarketing position.
About Monsoon:
Monsoon is a leading provider of dynamic pricing software solutions used by merchants to increase sales and profits. Monsoon products and services are targeted to retailers and distributors who sell on online marketplaces. This fast growing company produces huge ROI for its customers, immediately setting them apart from the competition.
Responsibilities:
- Review incoming request to determine level of need.
- Search knowledge base for applicable standard solution.
- Communicate with Monsoon customers via phone, chat and email to determine need.
- Listen to customer concerns and create an atmosphere of partnership, security and trust.
- Document all customer contact to feed future reporting metrics.
- Route tickets based on predetermined process using a ticket tracking system
- Anticipate customer needs.
- Contribute to ongoing relationships to ensure customer success and satisfaction.
- Help monitor online marketplaces for issues affecting software function, online sales and performance.
- Represent Monsoon through clear, concise, and professional verbal and written communication.
- Demonstrate professionalism, a strong work ethic, and a positive team-play attitude.
- Help maintain customer profile data base.
Experience/Requirements:
- Experience working directly with customers via telephone, chat and/or email
- Excellent verbal and written communications skills
- Knowledgeable in the use of Microsoft products such as Office (Excel and Word in particular) and Windows XP/Vista
- Ability to manage a large volume of customer inquiries; effectively categorize, prioritize and escalate customer issues
- Associates Degree preferred
Values/Intangibles:
- Willingness to quickly become a member of the team and to become personally invested in getting the job done in anticipation of seeing Monsoon and its customers thrive.
- Ability to work well in a fast-paced environment and listen and learn from stakeholders including customers, board members, vendors and other managers.
- Demonstrate a strong work ethic and incorporate Monsoon values in your everyday work.
Compensation & Benefits:
Monsoon provides an excellent benefit package including medical, dental and vision as well as short term and long term disability insurance and life insurance. In addition a 401(k) plan, transit plan and flex spending plan are available. Monsoon’s office is centrally located and near many amenities. Base salary and incentive compensation based on experience and ability.
Monsoon is an equal opportunity employer.
Monsoon, Inc.
resumes@monsoonworks.com
520 NW Davis St., Suite 300
Portland, OR 97209