Service Specialist

A Service Specialist is responsible for providing excellent customer service to ensure customer satisfaction and retention. The top three job responsibilities of a Service Specialist are:

Responsibilities

1. Customer Communication: The Service Specialist is responsible for communicating with customers via various channels, such as phone, email, and chat, to address their concerns and provide support. They should be able to listen actively, identify the problem, and provide solutions that meet the customer’s needs.
2. Troubleshooting and Problem Solving: The Service Specialist is responsible for identifying and troubleshooting customer issues related to the organization’s products or services. They should be able to diagnose problems accurately and provide solutions that address the root cause of the issue.
3. Documentation and Reporting: The Service Specialist is responsible for documenting customer issues, resolutions, and feedback in a clear and concise manner. They should also provide regular reports on customer support metrics, such as response time, resolution time, and customer satisfaction, to the Customer Support Director.

Skills

1. Process ticket requests from clients.
2. Propose solutions via pull requests to changes requested by the clients.
3. Write testable code.
4. Upgrade software versions of external libraries.
5. Manage integrations to Google Tag Manager, Google Analytics, Facebook, and others.
6. Provide training on Axiacore projects.
7. Follow up on customer requests.
8. Verify that projects are working correctly.
9. Propose fixes to errors reported in sentry.
10. Use a BI platform to build reports and get client information.
11. Make non-logic changes to any project source code.
12. Replicate bugs reported by users to address the root cause.
13. Triage requests according to the Axiacore process.

Our purpose

• We build for freedom.

Our values

• Act with intention.
• Value over volume.
• Evolve or dissolve.

Our benefits

• Thirty-two days of annual Paid Time Off.
• Remote work with no office needed.
• Fair pay in USD.

Not for you if

• Money is your top priority.
• Need constant direction.
• Get easily offended.