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Customer Support Service Representative

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1Password

13d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
  • Canada, +1
    Remote
  • Quick Apply

AI generated summary

  • You need 2+ years in customer service, strong communication skills, proficiency in CRM and ticketing tools, attention to detail, adaptability to new tech, and fluency in French, German, Japanese, or Spanish is a plus.
  • You will support customers through multiple channels, resolve technical issues, manage inquiries efficiently, maintain product knowledge, meet performance metrics, and collaborate with your team.

Requirements

  • A minimum of 2 years of related customer service experience, ideally in a multi-channel contact center environment.
  • Strong verbal and written communication skills, with the ability to effectively handle customer interactions across various platforms.
  • Demonstrated proficiency with customer service software and tools, including CRM systems, ticketing systems like Aircall, and communication tools such as Slack and Notion.
  • Proven attention to detail, patience, and the ability to maintain a calm demeanor under pressure.
  • Demonstrated ability to learn and adapt to new technologies and processes as the contact center evolves and support channels expand.
  • Proficiency in French, German, Japanese, or Spanish is considered a valuable asset.

Responsibilities

  • Multi-Channel Support: Efficiently field customer inquiries across multiple channels, with a primary focus on one channel and a secondary focus on the remaining channels, as determined by management based on current business needs. These focuses may shift as business needs evolve.
  • Customer Interaction: Promptly respond to customer inquiries over your primary and secondary channels, ensuring all issues are addressed with accuracy and empathy, maintaining high service quality from the first point of contact.
  • Issue Resolution: Resolve moderately complex technical and non-technical issues using advanced troubleshooting methodologies. Utilize knowledge and experience to ensure consistency and accuracy in responses.
  • Volume Accountability: Manage a higher volume of interactions per day as directed by the Manager, ensuring effective time management and productivity.
  • Performance Metrics: Adhere to key performance indicators (KPIs) such as response time, customer satisfaction scores, and issue resolution rates to gauge and improve performance across all channels.
  • Resource Utilization: Navigate through various internal tools and databases to gather information needed to effectively resolve customer issues, flagging when revisions are needed or additional documentation is required.
  • Product Knowledge: Maintain an advanced understanding of 1Password’s features and functionalities, regularly updating knowledge through internal training sessions and provided learning materials.
  • Escalation Handling: Recognize and handle situations that require escalation, forwarding complex issues to higher-level support personnel in a timely manner.
  • Team Collaboration: Build and maintain solid relationships within the team to enhance knowledge and improve service delivery across all communication channels. Assist in training and mentoring junior team members.

FAQs

Do we support remote work?

Yes, we offer a fully remote work environment within Canada and the US.

What are the working hours for this position?

The working hours for this role will be either Thursday to Monday 4pm-12am EST, Wednesday to Sunday 4pm-12am EST, or Friday to Tuesday 4pm-12am EST.

What customer service experience is required for this role?

A minimum of 2 years of related customer service experience, ideally in a multi-channel contact center environment, is required.

What languages are considered an asset for this position?

Proficiency in French, German, Japanese, or Spanish is considered a valuable asset.

Are there any performance metrics I need to adhere to?

Yes, you will need to adhere to key performance indicators (KPIs) such as response time, customer satisfaction scores, and issue resolution rates.

What kind of issues will I be resolving in this role?

You will tackle a range of moderately complex customer issues, including login problems and billing inquiries.

Will I receive any benefits as part of this job?

Yes, you will receive immediate participation in 1Password's benefits program, which includes health, dental, and other options as well as access to paid time off and an equity grant.

Can I expect training for this position?

Yes, you will maintain an advanced understanding of 1Password’s features and functionalities, with regular updates through internal training sessions and provided learning materials.

Is a background check required for this role?

Yes, successful applicants will be required to complete a background check, which may consist of prior employment verification, reference checks, and other information, as permitted by local law.

What opportunities for growth does 1Password offer?

1Password offers an employee stock option program, retirement matching, a training budget, and access to 1Password University for ongoing learning and development.

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1Password

Productive businesses use 1Password to secure employees at scale.

Technology
Industry
501-1000
Employees
2005
Founded Year

Mission & Purpose

Trusted by more than 100,000 businesses to protect their data, 1Password gives you complete control over passwords and other sensitive business information. As an integral layer of the Identity and Access Management (IAM) stack, 1Password protects all employee accounts – even those you aren’t aware of. Give employees secure access to any app or service and safely share everything you need to work together – including logins, documents, credit cards, and more – while keeping everything else private. 1Password is easy to deploy and integrates with Azure AD, Okta, OneLogin, and Slack, so you can automatically provision employees using the systems you already trust. It’s simple to manage and fits seamlessly into your team’s workflow, so you can secure your business without compromising productivity.