Customer Support Specialist - Above The Treeline - Ann Arbor

Do you have a passion for providing top-shelf customer support? Do you enjoy trouble-shooting and providing quality, timely responses to customer inquiries? If yes, read on!

Description

The Customer Support Specialist is responsible for performing all aspects of customer service and support related to Edelweiss+ and Edelweiss+Analytics products and services.

Key areas of responsibility include providing quality and friendly customer support, meeting service response time goals, troubleshooting user questions and problems, researching and answering customer questions, and engaging in improvement activities.

About the Role

Provide Customer Troubleshooting and Support

  • Quickly and correctly identifies the customer's issue or problem, and then clearly communicates the most efficient solution to the customer. This involves making complex concepts easily understood by users with varying levels of technical and product expertise. 
  • Answers all web-based inquiries or feedback within the response time goals for the Customer Support team. Answers all phone calls within the response time goals for the Customer Support team. 
  • Maintains a positive and friendly attitude towards all customers. Handles difficult situations calmly and with confidence. Displays empathy for our customers and their day-to-day challenges. Displays an ability to patiently walk a client through the steps needed to address the issue. 
  • Organization: Maintains good organization and follows each customer service issue through to completion. Records and keeps track of all required information for accurate reporting. 
  • Identifies areas for improvement within our products and customer experience and is actively involved in developing solutions. 
  • Shares knowledge with team members and improves future response efficiency by contributing content to our internal FAQ help database. 
  • Contributes to updating and creating accurate product Help documentation.

Engage in Process Improvements 

  • Identifies areas for improvement within our products and customer experience and is actively involved in developing solutions. 
  • Shares knowledge with team members and improves future response efficiency by contributing content to our internal FAQ help database. 
  • Contributes to updating and creating accurate product Help documentation.

Develop Product Expertise 

  • Actively seeks to develop a deep understanding of our organization's products and services and how customers use them. 
  • Provides customer feedback and trends to the product development team and maintains current understanding of product development prioritization and product releases. 

Educational and experience requirements include: 

  • Associate's degree or an equivalent level of training or experience 
  • Relevant experience in a tech support or customer service role or an equivalent skill set 
  • Strong computer skills and technical knowledge 
  • Proven ability to provide quality customer service support 
  • Strong problem solving ability 
  • Strong customer service and people skills

This job description identifies the major responsibilities of this position. Employees may be required to perform other duties as assigned, to assist with executing the company's business model, promoting the company's culture, mission and values.

Benefits

Work in the heart of downtown Ann Arbor, Blue Cross Blue Shield benefits, 401K + matching, fitness membership, flexible work hours, great co-workers, and great company culture!

Our Company's Core Values

Cultivate Trust 

  • Makes good use of organizational resources and uses time wisely. Is consistently accountable for time, effort, and contribution to Treeline’s success. 
  • Takes pride in their work and the service they deliver to customers. 
  • Cultivates strong, collaborative working relationships built on a foundation of mutual trust. 

Earn Respect 

  • Pays attention to circumstances, anticipates needs, and asks colleagues what they can do to help. 
  • Assumes the best intentions in others and demonstrates kindness and empathy consistently. 
  • Supports co-workers and always has their back. Actively shares job knowledge, teaches, and works well with others. 
  • Always leads by example, consistently steps up, and goes the extra mile. 

Open Communication 

  • Speaks the truth respectfully - with a sincere desire to improve themselves, others, and the company. 
  • Communication is timely, done in the right form (verbal or written), and delivered with positive intent. 
  • Displays a willingness to listen to feedback, learn from experiences, and apply these things to their actions. 

Build with Heart 

  • Embraces new ideas and trusts the emergent process. Displays a willingness to make these things successful with a positive attitude. 
  • Seeks the positive in all things and shows the ability to move past disappointing circumstances quickly. 
  • Learns from mistakes and failures. Takes responsibility for what they have done and takes steps to prevent mistakes from happening twice.

About Us

We’re book people. We’re passionate about helping book professionals work smarter and faster so that they can read more. Edelweiss+, our online platform, serves as a single source of information to sell, discover, and order new titles.

Above the Treeline proudly serves thousands of book retailers, libraries, and publishing houses across the United States and Europe with millions of titles, including virtually all of the currently available US Trade frontlists.

To Apply

  • Please send your resume to Info@AmyCellTalent.com