Customer Support Representative

Job Description

About the Role

The Customer Support Representative provides customer support through a variety of different support channels, including live chat and email. The Customer Support Representative uses available resources and works collaboratively with other support team members to troubleshoot issues and foster knowledge sharing across the team. The Customer Support Representative communicates resolutions effectively to Evernote customers to promote a high level of customer satisfaction. The Customer Support Representative will attend and engage in company meetings where decisions around the company are shared.

What You’ll Do

• Provide excellent customer experience through high quality written communication and interactions through multiple support channels
• Troubleshoot a variety of technical and account-related issues across all Evernote products
• Critically analyze and resolve customer issues or requests in addition to proactively preventing future issues
• Effectively communicate complex information to customers of all technical levels
• Execute retention efforts both proactively and reactively for Evernote’s individual and business services
• Maintain ongoing knowledge of Evernote product offerings and updates
• Effectively operate support channels including communicating via live chat and email
• Consistently meet and maintain expected agent metrics while adhering to all established protocols

What You’ve Done

• Associate’s degree or equivalent work experience
• 2-4 years working in customer support, preferably for a tech company
• Experience and deep understanding of at least two of the following operating systems: Windows, Mac, Android, iOS
• You have used the Evernote product regularly

Who You Are

• You are a problem solver who loves to troubleshoot issues
• You have strong social and interpersonal skills, allowing you to function within a team and to build relationships with valued customers
• Strong critical thinking and analytical skills
• Excellent verbal and written communication skills

We are committed to an inclusive and diverse Evernote. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global Evernote Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

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