Home Based Customer Support Specialist
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The DCX Customer Support Specialist will work as a full-time employee for DCX based in the United States. You will get a chance to learn new skills as well as demonstrate skills you've learned in the past. You will be responsible for closely following the instructions and processes outlined by the company.
The DCX Customer Support Specialist plays a vital role in supporting the 425+ Customers of DCX. Our customers expect White Glove Service and commitment to DCX SLAs for customer support. The primary responsibility of the Customer Support Specialist is the resolution of customer issues and problem-solving through a ticket management system. The Customer Support Specialist is a central speaker between many departments at DCX and will be a key player in solving issues and providing solutions to DCX customers.
The daily tasks will vary so it will be necessary to be very flexible in this position. Other necessary characteristics of the job include having a strong attention to detail, the ability to work well with co-workers, and a desire to learn new work skills.
Ideal Candidates Will Be
Are extremely detail oriented;
Have exceptional email management skillsets;
Is a polished professional in demeanor and communication;
Are very comfortable adapting to a variety of tasks;
Is a very strong multitasker and is highly organized;
Is very comfortable working in a deadline-centric environment;
Has a proven history of successful administrative experience;
Has a desire to learn new skills and grow with a thriving business; and
Consider themselves tech-savvy
Roles and Responsibilities
Daily Customer Support Management
Answering customer questions as they come through email, phone, or chat.
Adhering to SLAs for Customer Support
Customer Support Ticket Management
Critical thinking skills for issue resolution
Natural Inclination for Problem Solving
Creating documentation to help customers resolve their issue
Provide accurate, valid, and complete information by using the right methods/tools
Responding to emails and requests in a manner of prioritization and in accordance with SLAs
Developing Well Documented Knowledgebase and assisting in updating the Playbook
Tracking Customer Service Metrics & Analytics
Management of large quantities of incoming emails
Weekly KPI Dashboard Updates for L10 Meetings
Programs That Will Be Used
Must have professional proficiency with the Microsoft Suite: Outlook, PowerPoint, Excel
Various messaging and web-based platforms
CRM Software experience is a plus.
HubSpot Experience is a plus.
Microsoft Suite Experience, including Excel, is a plus.
2+ years of experience in a customer support or customer service role
Customer Support Experience
Must be a team player
Friendly and Values Driven
Critical Thinking Skills
Strong Oral and Written Communication
Work Shift: 8:00 AM - 5:00 PM (CST)
Workdays: Monday through Friday
Salary: PHP 25,000.00 - 35,000.00
DCX is a leading BPO that supports growth-minded small and medium-sized businesses in the United States. If you're interested in working with some of the fastest-growing companies in the USA, we're excited to have you apply!
To our customers, we promise that we will help them focus on their most important goals by providing superior back-office services. We bring a mindset of quick response, attention to detail, and innovative ideas to all that we do for our customers.
To our team members, we promise to be a company that is, first and foremost, dedicated to our employees. We aim to be a compassionate organization that looks after everyone's well-being through generous salaries, empathetic management, and growth-oriented training. We are always looking to offer perks in addition to pay, including work-from-home opportunities, travel allowances, meals, and more.
We look forward to receiving your application and getting to know you better!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!