Full-Time Support Specialist I

We are seeking a highly motivated support specialist. As a Support Specialist I at Order.co, your primary responsibility is to deliver high-quality customer support by efficiently triaging issues and resolving problems in a timely manner. We value individuals who take ownership of customer concerns and are committed to seeing them through until a satisfactory resolution is achieved. In this role, you will need to work quickly and multitask effectively. We seek dedicated individuals who are genuinely passionate about assisting customers.

What you’ll do

Your key responsibilities as a Support Specialist I at Order.co include:

1. Providing prompt and professional customer support: Handle a high volume of phone calls, emails, and chats from Order.co customers & vendors. Respond to customer inquiries, complaints, and requests for assistance. Aim to provide timely and effective solutions to ensure customer satisfaction.
2. Troubleshooting and problem-solving: Utilize problem-solving skills to identify and resolve customer issues. Investigate technical problems, offer guidance on product usage, or escalate complex issues to the appropriate team.
3. Communicating effectively: Interact with customers in a clear, concise, and empathetic manner. Explain complex concepts or technical information easily.
4. Managing customer expectations: Set realistic expectations for issue resolution times and keep customers informed. Be proactive in providing updates and maintaining open communication.
5. Documenting and tracking customer interactions: Ensure continuity and effective follow-up. Document customer interactions, including issue details and resolution steps.
6. Collaborating with internal teams: Work closely with Account Management, Operations, and Product to relay customer feedback, report bugs, and contribute to improvements in customer experience.
7. Continuously improving customer support processes: Identify areas for enhancement in support processes and suggest ideas to optimize workflows and enhance customer satisfaction.

What you bring to the table

Strong communication skills: Excellent verbal and written communication skills. Clear and empathetic communication is essential.

Problem-solving abilities: Analyze problems, identify root causes, and propose solutions to troubleshoot and resolve customer concerns.

Customer-centric mindset: Desire to help customers and commitment to exceptional service. Meet and exceed customer expectations.

Multitasking and time management: Handle multiple customer inquiries simultaneously.

Attention to detail: Accurate documentation of customer interactions, tracking issues, and following up on resolutions.

Teamwork and collaboration: Collaborate effectively and provide feedback.

Adaptability and willingness to learn: Be adaptable to varying customer support needs and new challenges. Learn new tools and technologies.

Resilience and stress management: Maintain high customer service levels even during stressful situations.

Bonus points if you have

1+ years of customer support experience, especially in SaaS, e-commerce, or startup environments.

Experience with CRMs such as Zendesk.

What you’ll receive

• Competitive compensation package including stock options
• Robust medical, dental, vision, and wellness benefits
• Flexible time off policies
• Employer-sponsored 401(k)

The anticipated pay range for this role is $20 - $23 per hour. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills. Order.co is an equal-opportunity employer. Applicant's qualifications are considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other basis prohibited by law.

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