Versant
Media and Entertainment
Specialist,Ecommerce(FandangoandGolfNow)CustomerSupport
“Specialist, E-commerce (Fandango and GolfNow) - Customer Support at Versant. Skills: Customer support, Troubleshooting, Customer service. Handle escalated cases. Communicate escalations”
Industry & Context.
Problem solving; Troubleshooting
Work in Orlando, Work on weekends, Work overtime
What They're Looking For.
Must Have
Detail-oriented communication skills, Self-motivated, Good time-management, Typing skills, Writing skills, Active-listening skills, Deductive logic skills, Use multiple tools/systems simultaneously, High energy personality, Engaging personality, Convey patience, Convey calmness, Troubleshooting skills, Problem solve complex technical issues, Translate technical information to non-technical customer
Nice to Have
Knowledge with home networking, Knowledge with internet-enabled devices, Knowledge with home computers, Knowledge with home theater A/V equipment, Knowledge with mobile platforms, Experience in Salesforce, Experience in other CRM systems, Experience in Amazon Connect, Familiar with Metrics/KPI reporting, Experience managing a team
What You'll Do.
Handle escalated cases
Communicate escalations
Investigate customer needs
Provide customer service
Participate in daily workflow processes
Provide timely service
Connect with customers
Capture customer feedback
Research customer queries
Address customer queries
Track customer queries
Close customer queries
Manage high priority issues
Work with cross-functional teams
Contribute to knowledge database
Contribute to customer documentation
How You'll Work.
Team & Collaboration
Cross-functional teams
Communication Scope
Precise communication
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