Customer Support Specialist
Current- Provides high quality support to music makers through email on a large variety of topics including, payment, shipping, usability, and technical issues.- Responsible for managing and distributing customer feedback for the entire support team. Responsibilities include, implementation and maintenance of feedback system (Zenloop), Creating individual reports for agents, tracking trends and implementing improvements based on feedback. - Works as an admin for the internal ticketing system Zendesk. Responsibilities include, creating automations for ticket management, managing email macros for ready made customer responses, and working to improve working processes.- Part of an internal recruitment team responsible for active outreach, interviewing, and hiring of new members of the sales support team. This work covers improving on the hiring process within support and working collaboratively as part of a small task force.- Works on payment specific issues as part of the fraud team where my responsibilities include processing chargeback cases, preventing piracy, and identifying and preventing fraudulent purchases.
