Hop Tap - Customer Support
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Job Description:

  • Responding to support tickets in a thoughtful, efficient and friendly manner.
  • You will become a product expert, knowing features, modules and even bugs inside and out!
  • Report bugs and feature requests and follow up upon implementation.
  • Finding the root cause. Communicating with the development, product and QA teams to prioritize and resolve customer issues.
  • Proactively communicate with professors on a regular basis to ensure that all their issues and concerns are being dealt with. We aim to be proactive rather than reactive here at Top Hat.
  • Contact and liaise with IT departments in universities and explain our requirements to ensure compatibility before the start of classes.

Qualifications:

  • You have a 1-2 years experience in a related field under your belt and have been to university or college yourself.
  • You are proficient in English and have strong verbal and written communication skills. 
  • You have held a customer facing role previously. And you loved it!
  • You’re a problem solver and have exceptional diagnostic skills.
  • You know a lot (some may call you a wizard) about databases and logs. You know what a query is.
  • You get technology and are considered a nerd (we’re full of them here, don’t be shy). You’re not scared of code and get the logic behind it.
  • You are obsessively customer focused. You have a high level of customer service aptitude and can manage customer expectations.
  • Your second nature is time management and prioritization.
  • You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer.
  • You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers.
  • You're a master multi-tasker and keep your cool in high-pressure situations.
  • It would be great if you also knew a thing or two about Salesforce, Zendesk, MySQL, JIRA as well.