Customer Support Representative

Job Description

AppDirect is seeking a Customer Experience Associate to assist customers with optimizing their experience. The Customer Experience team guides customers and acts as a trusted resource. This role involves working in ET and/or CT time zones and contributing to the remote work revolution.Responsibilities:

• Respond to and resolve customer queries via email.
• Act as a process and product expert, consulting users on best practices.
• Create and maintain customer-facing FAQs, videos, and support materials.
• Collect and share user suggestions with the Product and Operations teams.
• Identify areas of operational improvement within the CX team and the organization.

Requirements:

• BA/BS degree or similar university education.
• 2+ years experience as a Customer Support Specialist in physical goods operations companies.
• Experience working with logistics carriers and warehouse operations.
• Excellent written and verbal communication skills.
• Experience using Zendesk, Jira, and/or other help desk software and remote support tools.
• Ability to adapt to new tools and technologies.

What AppDirect Offers:

• Opportunity to contribute to the remote work revolution.
• A values-driven culture that enables you to Be Seen, Be Yourself, and Do Your Best Work.