Customer Support Specialist
Thismoment, Inc - New York, NY

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Thismoment is looking for an experienced customer support specialist (CSS) to be based in our New York office. The CSS will interact with customers, principally through our email-based support desk software, to deliver best-in-class solutions and information in response to problem reports and inquiries. The support desk primarily handles questions and issues surrounding deployments of Thismoments Distributed Engagement Channel (DEC) social content management system. Customers include major brands and agencies throughout the world. This position requires meticulous attention to detail, exceptional follow-up, excellent written communication skills, and a genuine desire to give our customers the best customer support imaginable. Duties and responsibilities include:

- Deal directly with customers primarily via email and occasionally by telephone

- Obtain and evaluate all relevant information in response to customer tickets

- Promptly and efficiently handle and resolve customer trouble reports

- Respond promptly to customer inquiries

- Direct unresolved issues to the proper resource within the company

- Communicate and coordinate with internal departments

- Record details of all interactions

- Produce weekly and monthly reports regarding support desk activity

- Maintain knowledge of Thismoment services and new features

- Participate in after-hours, weekend, and holiday on-call schedules

Experience and Skills:

- Written and verbal fluency in English

- Proficiency in relevant computer applications (Gmail, spreadsheets, etc.)

- Knowledge of customer support principles and practices

- At least 3 years of experience in support desk for a software services company

- Ability to quickly learn and maintain proficiency in Thismoment's services

- Ability to work in a fast-paced, self-motivated startup environment

Thismoment, Inc. is an equal opportunity employer. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.