Consumer Support Specialist

Job Description

Thanx is seeking a Consumer Support Specialist to join their team. This is a contract-to-hire, remote position where the specialist will be responsible for answering consumer support tickets through Zendesk, serving as the first point of contact for users and representing the brand positively. The specialist will tag tickets for tracking, research customer issues, and report any bugs or issues discovered. The role is overseen by the Director of Merchant Operations and Support.

Role Involves:
• Using Zendesk to manage consumer support requests.
• Handling escalated tickets from the Tier 1 team.
• Researching support issues and escalating tickets when necessary.
• Providing detailed background information when reporting bugs or issues.
• Maintaining courteous and articulate communication.
• Working 40 hours per week.

Requirements:
• 1-3 years of software support experience.
• Strong written and verbal communication skills.
• Strong interpersonal skills, including the ability to manage upset customers.
• Strong problem-solving and computer skills.