Primary Goal: The primary role of the Customer Support Representative is to provide first-level and world-class support to our customers. Your role is to understand our product and services in great detail and be able to assist customer in their day-to-day with any questions that might come up, such questions include how to use the product or service, as well as first-level technical questions and assistance. You will be part of a larger support team, where your role is also to ensure seamless hand-off between the knowledge and information, and requests that you receive at the first level, to the next level (L2 and L3 customer support).

Responsibilities:

·        Provide first-level and world-class customer support

·        Maintain an organized log of feedback and questions that is being handed over to the product and analysis team to learn from customer feedback

·        Learn the Markaaz products and services in great detail, to become an expert and ambassador of Markaaz, and be able to assist customers in their day-to-day with our products and services

·        Assist with any questions that might come up, such include questions on how to use the product or service, or first-level technical questions and assistance

·        You will be part of a larger support team, and you are responsible to hand-off any requests that you cannot solve, to the next tier, which is Level-2 support (or L3, depending on the complexity of the support needed)

·        You will excel in maintaining and nurturing customer relationships, and contribute towards retaining them on the platform

·        You will also sort through, respond, and organize the Customer Support Management System where all the customer tickets come in. It will be your responsibility to create a response guide or script with which you will be able to train others to maintain the high standard of customer support

·        Facilitate the process of ‘’claim a business’’ as needed, and do manual reviews of edge cases on an as need basis

·        Act as a problem solver, and with great resourcefulness to address any challenges that might come up

·        Use industry standard knowledge and understanding to provide guidance and assistance with the usage of our product and service

·        Assist in completion of sign up, onboarding, and usage of the product

 Required Minimum Education and Experience:

 ·        High school or equivalency preferred

·        5+ years of relevant work experience

·        Demonstrated experience in being resourceful and managing great customer relations

·        Experience in providing customer support, and leading high-performing teams

Additional Preferred Requirements:

 ·       Excellent people, relationship, and service skills

·       Exceptional communication skills

·       High Emotional Intelligence (EQ)

·       Detail-oriented and persuasive

·       Ability to work independently in a decentralized environment, without the reliance of direct authority

·       Highest level of personal and professional integrity and ethics

·       High level of initiative, accountability, and follow-through

·       Value strong teamwork and collaboration skills

·       Ability to manage multiple initiatives and projects and prioritize needs

·       Strong sense of service and passion for the company and business

  • Authorized to legally work for any employer in the United States
  • Willingness to submit to any requested background checks
  • Fluent in English

Competencies: To perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.

  • Critical thinking—able to think critically, reason, and apply knowledge learned on the job to the tasks at hand;
  • Problem solving—identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; exhibits creativity and a willingness to try new solutions; and appropriately applies problem-solving techniques.
  • Confidentiality—operates with the highest level of discretion and maintains complete confidentiality of all business matters,
  • Interpersonal skills—thrives in, and fosters, a team-oriented environment; able to establish strong relationships based on a foundation of trust; is able to easily and confidently work with a diverse constituency in regard to cultural backgrounds, levels/roles, and personality differences; remains open to others' ideas.
  • Oral communication— speaks clearly and persuasively in positive or negative situations and able to effectively make presentations to small or large groups.
  • Written communication—drafts products with minimal oversight; edits work for spelling and grammar; presents numerical data effectively and accurately; able to skillfully write, read and interpret written information.
  • Technical knowledge—possesses thorough knowledge of all operating systems and programs required by this role.
  • Leadership—drives results and establishes and follows fundamental goals; successfully manages and motivates employees; proposes innovative solutions; fosters a success-oriented, accountable environment.
  • Planning/organizing—effectively prioritizes and plans work activities; manages own time as well as others’ time efficiently and effectively; successfully manages conflicting priorities; communicates key objectives and necessary tactics to meet project requirements/goals; proactively identifies and anticipates needs and makes recommendations for implementation.
  • Quality control—demonstrates accuracy and thoroughness and monitors own work to ensure quality.
  • Adaptability—skillfully adapts to changes, delays, or other unexpected events; manages competing demands, priorities, and deadlines; able to coordinate across various time zones.
  • Dependability— self-directed, self-accountable, and self-motivated; meets deadlines; attendance is punctual and reliable; able to take direction, follow instructions, and work independently; solicits feedback to improve performance.

Supervisory Responsibilities: This position does have direct supervisory responsibilities.

Work Environment: This position predominantly operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee may be required to stand for up to eight hours or more at a time. The employee must use his/her hands to handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee is occasionally required to walk, sit, climb, or balance, and stoop, kneel, or crouch. The employee will be required to lift and/or move up to 25 pounds, and occasionally lift and/or move up to 125 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Persons with mental or physical disabilities as defined by the Americans With Disabilities Act are eligible for this position as long as they can perform the essential functions of the job after reasonable accommodations are made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible for this position.

 Markaaz, Inc. provides equal employment opportunity to all individuals. We do not discriminate on the basis of race, religion, sex, gender, gender identity, age, national origin, veteran status, disability, or any other characteristic protected by state, federal, or local law.