Customer Support Specialist

Company Description

Ethical Advocate is committed to providing top-notch services in ethics and compliance. Based in Chapel Hill, North Carolina, we aim to deliver exceptional ethics hotline solutions that meet the needs of our diverse clientele. Joining our team means contributing to meaningful work that promotes ethical practices and client satisfaction.

Role Description

This is a full-time role located in Chapel Hill, NC, for a Customer Support Specialist. In this role, you will assist customers by addressing inquiries, resolving issues, and ensuring a positive experience. Responsibilities include offering technical support, identifying and troubleshooting customer challenges, improving documentation, and providing proactive solutions.

Key Responsibilities

• Responsive Customer Support: Respond to customer inquiries by phone, email, Zoom.
• Proactive Support: Monitor system performance and proactively remedy customer issues before they affect customer satisfaction or results
• Documentation: Create new and improve existing system and user documentation.
• Internal Feedback Loop: Identify patterns in customer requests which help build product development/improvement roadmap.
• Client Onboarding: Assist with new client onboarding and guide them through best practices in product/service use.
• Client Change Management: Assist in rolling out already engineered new features

Required Skills

• Technical Aptitude: Fast learner with previously unknown technology. Strong understanding and comfort with web applications
• Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts simply
• Problem Solving: Resourceful and analytical mindset, capable of diagnosing ambiguous issues.
• Tools: Ability to work in web applications, analyze system logs, and use on-line support tools such as customer relationship management systems.

Soft Skills

• Empathy and patience: Ability to remain calm and supportive when dealing with frustrated users.
• Adaptability: Comfortable working in an unstructured environment.
• Ownership: Proactive mindset to address customer issues.
• Quality Improvement: Help the organization in continuous process improvement.
• Non-disclosure: Ethical Advocate’s system is used for client confidential reports. Must be willing to sign non-disclosure agreement. Must use utmost discretion and not discuss any client content details.

Benefits

Flexible schedule, generous time off policy, remote work available, year-end bonus

Qualifications

• Experience in Customer Support with a focus on ensuring high levels of Customer Satisfaction
• Strong Interpersonal Skills to foster positive relationships and communicate effectively with clients
• Proficiency in Technical Support with the ability to troubleshoot and resolve client issues efficiently
• Demonstrated Analytical Skills for identifying trends and improving customer experience
• Strong organizational skills and attention to detail
• Proven ability to thrive in a collaborative environment
• Prior experience in a customer-facing or support-related role is preferred
• Bachelor’s degree or equivalent combination of education and experience in a relevant field is a plus

Ethical Advocate is an Equal Opportunity Employer (EOE). Employment decisions are made without regard to race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, or any other characteristic protected by federal, state, or local law. We are committed to providing a workplace free from discrimination and harassment.

Complete background check is required.