Angel is the home of stories that amplify light. Through its platform, thousands of “Angel” investors choose which titles will be created, funded, and distributed. Angel allows creators and audiences to form passionate communities around their creative projects, making the story behind the story as important as the final project itself. Some of the studio's key projects-- The Sound of Freedom and Dry Bar Comedy --have earned billions of views around the world. Learn more at Angel.com
We’re looking for passionate team members who want to build world-class products that will reshape media over the coming decades. Learn more about:
Customer Support Agents are responsible for providing quality customer support on behalf of Angel Studios and be the first point of contact for customer concerns. This role specifically will be handling customer resolutions.
Job Description Summary/objective:Customer Support Agents are responsible for providing quality customer support on behalf of Angel Studios and be the first point of contact for customer concerns. This role specifically will be handling customer resolutions.
Expectations at Angel Studios:
Amplify light in every action.
As the owner of your outcomes, you are empowered to break down silos and coordinate with any and all people you need in order to reach your goals.
You are ultimately responsible for achieving the outcomes while also using resources wisely - whether that be money, people, or time.
Know your customer - it might be our viewers, investors, creators, or internal Angel Teams. Ensure you understand your customer and are providing what THEY need and not just what you want to build.
Essential functions
Identify customer needs and help walk them through specific tools and features
Troubleshoot common issues with a product, merchandise, or service
Respond promptly to tickets and resolve issues in an effective and timely manner
Proactively use time wisely during high and low volume tickets
Communicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions
Come in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practices
Maintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed
Conduct regular follow ups with customers with open tickets and unresolved issues
Provide introductory information to new and existing customers
Maintain professional and positive attitude while interacting with customers
Readily assist in livestream chats, merchandise launches, and other events as needed
Collaborate with team members and other internal departments on best practices when communicating specific information to customers
Must attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoom
Stay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed.
Proficiency in speaking, reading and writing in the English language required. Additional language proficiency is a plus.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Competencies
Ability to analyze and creatively problem solve
Can multitask various tasks simultaneously
Ability to answer high volumes of tickets, emails, chats, and inquiries.
Can maintain calm and positive demeanor in difficult situations
Familiarity with with industry and company standards is a plus
Experience with Zendesk platform or remote support tools preferred
Must be able to maintain good relationships with team members and be a team player
Proficient verbal and written communication skills
Must have compassionate and understanding ability to de escalate tough situations
Must participate in setting and achieving regularly scheduled and outlined objectives.
Ability to take individual ownership, execute with high energy, share context, insist on candor with positive intent.
Required education and experience
High school diploma or equivalent
Basic computer skills and technology understanding
Preferred education and experience
Bachelor's Degree or equivalent
2+ years experience in customer service
Thorough understanding of customer service software remote platforms
Proficient computer skills and technologically savvy
Experience with Zendesk
Work environment - When in the main office, expect a comfortable, air-conditioned work environment. Team members are issued their own desks, but the office is an open, shared space and can be fast-paced and occasionally noisy.
Physical demands - Will need to be able to sit or stand at a desk for extended periods of time.
Position type and expected hours of work - Full-time, 40 hours per week.
Travel required - Travel is not anticipated for this position.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.
Angel is an Equal Opportunity Employer:
At Angel, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.
Work authorization - Must be authorized to work in the United States.
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