CUSTOMER SUPPORT SPECIALIST

We are ilumi & we need your help transform the ordinary into extraordinary

The Customer Support Specialist will be responsible for ensuring the ilumi community has an exceptional and positive experience when using ilumi products and engaging with the ilumi brand. This position will be directly responsible for responding to and addressing issues from customers. In addition, the position will be responsible for identifying patterns of issues or requests in interacting with the customer base, communicating those to the rest of the ilumi team, and taking an active role to implement changes and initiatives that will improve the ilumi community’s experience.

Your Responsibilities

• Respond promptly (within 24 hours) to all customer inquiries by phone, email, chat, app reviews, Kickstarter messages and comments, message boards, social media, carrier pigeon, etc.
• Creating/maintaining support resources in the online help center, ensuring up to date and accurate
• Attract potential customers by answering product and service questions
• Educate and troubleshoot with existing customers, providing the best customer experience possible
• Quickly identify, communicate, and help to address patterns and trends of issues customers are experiencing or opportunities for improvement
• Monitor and report on customer support performance metrics
• Process online orders, refunds and returns

Other ad-hoc type responsibilities include:

• App / Firmware testing at home - comes with bulbs! :)
• Monitoring the general email inbox and voicemail
• Maintaining the company intranet
• Preparing and shipping samples
• Office supplies ordering
• Coordinate office lunch meetings, schedule appointments, etc
• Keep up to date with upcoming events and awards, and assist with coordination and planning of major events throughout the year

We’re looking for someone with this type of personality:

• A quick learner who thrives in a fast paced environment and can step up and take ownership of work to get things done
• A natural strong empathy and passion for providing an exceptional customer experience
• Demonstrate strong communication skills – both verbally and written – and be able to relate to all types of customers and employees
• Should be self-motivated and be able to demonstrate initiative
• Must be very detail oriented 
• Passion for technology and thirst to learn
• Must have proven computer skills (Type 40 WPM, Google Business, MS Office)
• Be able to read and interpret instructions, policy, procedures, program information, etc.
• Be able to work with Excel or Google Sheets / read / interpret data using critical thinking skills
• Ability to multi-task
• Ability to problem solve
• Must be able to think outside the box and offer suggestions on project implementation / improvement
• Must be able to clearly understand business policies and be able to communicate and enforce them
• Enjoys and appreciates working and collaborating with others from various backgrounds as part of a team

It would really be awesome if you:

• High School Graduate - College degree preferred
• At least three years of experience in a Customer support or customer facing role.
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent verbal and written communication skills
• Familiarity with social media, Zendesk, Google Office, and Microsoft Office
• Enjoy any combination of Ping-Pong, Movies, Music, Sports, Cake, or brightly colored sunglasses

If you think you fit the bill, please complete the job application here: http://ilumisolutions.applytojob.com/apply/0xde3h/Customer-Support-Specialist

Local candidates only please.

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