Description
These managed resource therapist support team will be responding to email inquiries from therapists. They will be handling inquiries sent in about live sessions needing troubleshooting, issues with their website of their app, handling bugs, and reporting issues to engineering. They are not overly technical and won't write or read code, but able to research the root cause through investigation and communicate up the chain. Handling 10 tickets per hour.
They will start out as T1 and T2 agents responding to members about questions in regards to refunds, financial aid, subscription questions, platform's price, privacy, how to set up membership, financial aid options or changes to their programming/therapy. Handling 35 to 50 tickets per hour. **
Additional Skills & Qualifications**
Must haves - Min of 1 year, max of 5 years of Customer support / member support experience where they are responding to questions/inquiries and responding via email or chat.
Tenure of 1 - 1.5 years of experience. with companies that shows loyalty.
Previous experience meeting KPIs or performance metrics.
Email, Email response, Chat, Tickets, Inquiries, Chat Response, Retention, Frequently Asked Questions, conversion, virtual customer support role,
Naturally curious, ability to research within their system.
- Positive, great attitude and is coachable
- Quick learner, fast typer (60+ WPM)
- Flexible, accommodating of change
- Ambitious, hard working, execution-oriented, eager to get results and succeed
- Tech-savvy - being able to grasp, operate and master complicated computer systems
- Excellent communication skills - oral and written
- Being able to present and convey ideas clearly and confidently
- Love to help people!
**About Aston Carter
**_Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.
_ At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
