Senior Customer Support Representative

Full Time Job
Overview and Responsibilities

Are you a customer service professional looking for an exciting career change? Our incredible Customer Experience department, part of the ViacomCBS Product organization, is looking for a stellar Senior Customer Advocate to join our team. We're the voice and advocate of the customer and support a variety of products including app, web and emerging products. We're continuously improving the customer experience by delivering timely, and friendly service reflective of ViacomCBS brands while providing meaningful feedback to key internal partners.

Responsibilities
include but are not limited to:
• Provide direct support to our customers via phone, email, and app stores around billing, technical support, and general product questions
• Track customer satisfaction scores and meets internal service levels for responses
• Build and distribute reports to senior partners
• Deliver information to key partners for ad hoc requests around customer sentiment and app rating performance
• Draft & amend updates to the knowledge base and scripts
• Lead team trainings and act as resource for day-to-day questions, critical issues and resolutions for junior members on the team
• Stay regularly informed on the status of the products (i.e., new release, update, FAQs, etc.) and ensure the team is also updated
• Participate in team training and professional development opportunities
• Advocate for customers across all levels in the organization

Basic Qualifications

• 5 years' experience working in a customer service environment
• Experience with MS Office software (Outlook, Word, Excel, PowerPoint, OneDrive)
• Experiencing with ticketing software (JIRA, Confluence, Slack)
• A flexible schedule including evenings, weekends, and holidays may be required

Additional Qualifications

• Bilingual (Spanish-speaking) a plus
• Ability to work independently and call out issues without supervision
• Ability to communicate clearly with both technical and non-technical members
• Ability to translate complex technical issues into consumer-friendly responses
• Ability to remain calm and rational in highly stressful, volatile, and visible situations
• Excellent written and verbal communication skills
• Great teammate who thinks quickly and is capable of creative problem solving
• Highly analytical and prepared to investigate and diagnose reported issues
• A calm demeanor and pleasant behavior towards customers
• High ethical standards and integrity
• Knowledge of ViacomCBS brand and products a plus
• Understanding of video apps preferable
• Experience with direct payment systems and/or supporting live ticketed events a plus