Job Description
We are seeking a highly motivated Customer Experience Specialist to join our growing team in Portland, Oregon. We understand the modern workforce demands flexibility, which is why we offer a hybrid model combining full-time stability with adaptable part-time evening shifts.
In this role, you will be the voice of UrbanTech, ensuring our customers receive world-class support during their most critical moments. Whether you are looking to build a long-term career or need a flexible schedule to accommodate other commitments, we have a role designed for you.
Why Join Us?
- Competitive hourly pay ranging from $22.00 to $32.00.
- Health, dental, and vision insurance for full-time employees.
- Flexible scheduling options, including evening and weekend availability.
- Professional development and tuition reimbursement programs.
- Modern office space in the Pearl District or 100% remote work options.
Responsibilities
- Manage and resolve incoming customer inquiries via phone, email, and live chat during peak evening hours.
- Diagnose and troubleshoot technical issues, providing clear step-by-step solutions to end-users.
- Log all interactions and account changes accurately into our CRM and ticketing systems.
- Collaborate with the Product and Engineering teams to escalate bugs and feature requests.
- Conduct quality assurance reviews on support tickets to maintain high CSAT scores.
- Mentor junior support staff and contribute to the creation of knowledge base articles.
- Adhere to all company policies and service level agreement (SLA) standards.
Qualifications
- 1-3 years of experience in customer support, technical support, or account management.
- Strong written and verbal communication skills with a polished, professional tone.
- Ability to troubleshoot common technical problems and navigate various software applications.
- Reliable high-speed internet connection and a quiet workspace (for remote roles).
- Willingness to work flexible hours, including evenings, nights, and weekends as needed.
- Proficiency in Microsoft Office Suite and ticketing systems (e.g., Zendesk, Salesforce).
- Associate or Bachelor’s degree in Business, Communications, or a related field is preferred.