Customer Success Agent I

Position Overview

The Customer Success Associate I is an entry-level role focused on delivering exceptional customer service by addressing customer inquiries, troubleshooting basic issues, and ensuring customer satisfaction. This position serves as the foundation for building technical expertise and customer service skills while contributing to team projects and process improvement initiatives.

Key Responsibilities

• Customer Support and Issue Resolution:
  • Respond promptly and professionally to customer inquiries via email, chat, or other communication channels.
  • Troubleshoot and resolve basic technical issues on PCs, Sony, and Microsoft consoles, ensuring customer satisfaction.
  • Escalate complex or unresolved issues to Tier II associates or management for proper follow-up.
• Knowledge Building and Training:
  • Build foundational knowledge of company products, services, and processes to provide accurate information to customers.
  • Participate in training sessions and team meetings to enhance product knowledge and customer service skills.
• Documentation and Record Keeping:
  • Maintain detailed and accurate records of customer interactions, resolutions, and feedback.
  • Collaborate with team members on projects such as process documentation and system updates.
• Knowledge Base Contribution:
  • Identify common customer issues and suggest content updates to enhance the Knowledge Base.

Required Qualifications

• High School diploma or equivalent.
• Minimum age of 18 years or older.
• 1-3 years of experience in customer service or a related role (internship experience is acceptable).
• Reliable and able to work scheduled shifts, including weekends and holidays.
• Strong communication skills in English, both written and verbal.
• Strong analytical skills, attention to detail, creative problem-solving abilities, organizational skills, and a sense of ownership over assigned duties.
• Positive attitude along with flexibility, dependability, and excellent interpersonal skills to collaborate effectively within a team environment.
• Basic technical proficiency with PCs and gaming consoles.
• Familiarity with MS Office and G Suite products.
• Ability to lift up to 20 lbs. unassisted or with occasional assistance.
• Ability to stand, sit, and walk for prolonged periods as well as move between three separate floors as needed.