Traci Gendron Email & Phone Number

Southgate, Mi, Us

Remote

Internal Cross-Departmental Support-Work with Team Leads to establish solutions for contracted partners; build Zendesk macros, triggers, and in-the-moment solutions for problems as they arise related to Tier 1 and above tickets-Work closely with QA, Product, Technical Brand Management, and Loyalty/Strategy on current and future initiatives to ensure end-user confusion is avoided-Work closely with the Fraud Team to solve for volume increases due to fraudulent activity on our platform -Serve as an internal resource for deep product knowledgeProactive Customer-Facing Support-Field Social Media tickets, providing immediate responses to user concerns related to our branded channels-Respond to iOS and Google Play reviews for agency brands, and build compelling data points for Product engineering solutions and brand manager feedback-Maintain the user-facing knowledge base and write custom FAQs for agency apps Escalation Support -Provide excellent customer service while resolving emotional/technical escalations-Proactively monitor customer engagement with our platform to spot and investigate fraudulent activity, issues with promotion redemptions, and other activity that could lead to support volume-Must exercise sound independent judgment, as Agency Escalations agents have the final say in freezing or reinstating end-user accounts-Maintain an up-to-date and comprehensive knowledge of the product and work; ensure our internal knowledgebase is accurate at all times -Host shadowing and training sessions for all new agents and assist via SlackFront-line Merchant and User Support-Staff an inbound dedicated merchant phone line while acting as a backup for user linesWork a queue of high-priority merchant tickets-Refresh location-level and merchant-level order ahead hours and menus upon request-Generate detailed problem reports relating to order integration issues that our clients may alert us to troubleshoot, triage, and escalate order transmission incidents