Jobs Tagged: Dekeo
3 total jobs tagged

Dekeo: Customer Service Manager (US/Canada)

The goal is to keep the team running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.Position is a full-time remote contract opportunity in US/Canada time zones.RESPONSIBILITIESOversees customer issues and ensure effective and long-term problem resolution.Achieves customer service objectives by contributing customer service information and recommendations to strategic plans; preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, identifying customer service trends, determining system improvements, implementing change.Responds to customer inquiries and problem solving in a professional and effective fashion.Assists Customer Service Representatives in troubleshooting orders that require special handling.Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.Partners with the management to align customer service policies with the company's objectives and provide feedback to the company regarding service failures or customer concerns.Coaches Customer Service Team in order to achieve high performance.Structures the training agenda for department members.Measures Customer Service Representatives’ performance and makes employment decisions.REQUIREMENTSProven working experience as a customer service manager with at least of 5+ years of experience, preferably in eCommerce industryMinimum 2+ years of managing a teamStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsExperience in providing online customer service supportExcellent knowledge of management methods and techniques BS degree in Business Administration or related fieldWorking knowledge of customer service software, databases and tools (Zendesk and JIRA)Ability to think strategically and to lead and manage a team of 15-20 customer service reps with metric-driven goalsMust be able to work in US or Canada Time zones To apply: Send your application mentioning "We Work Remotely" to https://dekeo.workable.com/jobs/446856/candidates/new…

Source: 37Signals Job Board

 
 

Dekeo: Sr. Technical Support Engineer (US/Canada)

The successful candidate will be able to quickly gain an understanding of the Dekeo platform.RESPONSIBILITIESTake ownership of customer issues reported and see problems through to resolutionResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesTrack issues through resolution and report periodically on statusHelp with setup test environments to reproduce problemsDocument findings in work tracking system and general insights in knowledge baseIdentify customer needs and to design & evaluate the best value-add warehouse automation solutionAssist product developers in solution of complex installation problemsSuggests product and/or support tool improvements to improve qualityParticipate in the implementation of continuous quality improvement processes and methodologiesFacilitate the on-going provision of new customersREQUIREMENTSBS/BA degree in engineeringMinimum 4-6 years’ experience in technical support in eCommerce industryExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.Extensive technical expertise; the ability to solve problems and determine the root cause of issues.Working knowledge of the components in a web applications stackExperience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTMLExperience with programming languagesExperience with programming languagesExperience with relational databases such as MySQLLinux and/or UNIX experience.Ability to work with high-value customer administrators and developersAbility to troubleshoot technical problems and demonstrate problem solving and resourcefulness in obtaining information.Ability to quickly assimilate complex problems and develop a resolution strategy.Team player with a customer-focused attitude…

Source: 37Signals Job Board

 
 

Dekeo: Customer Service Representative

Position is a contracted remote opportunity that requires a home office.RESPONSIBILITIESAnswers inquiries by delivering desired information; researching, locating, and providing information.Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to dig into root of the causeDetermines action items by effectively communicating with both customers and suppliers.Keeps equipment operational by following established procedures and timely reporting malfunctions.Enhances Dekeo's reputation by taking ownership to accomplish new customer inquiries as well as explore opportunities to add more value to job accomplishments.REQUIREMENTSSelf-starter with strong work ethicAbility to effectively manage multiple priorities and adapt to change within a fast-paced work environment.Professional and friendly attitude with an ability to quickly develop a lasting and effective rapport with customers.Strong reading, writing, verbal, and arithmetic skills.Quick learner on customer service software (Zendesk and Jira).Must be able to work 40 hours a week To apply: Send your application mentioning "We Work Remotely" to https://dekeo.workable.com/jobs/434517/candidates/new…

Source: 37Signals Job Board