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Responsibilities
Hapn builds innovative GPS tracking software for businesses with complex physical operations such as construction, energy, asset rental, professional services, and more. The GPS Tracking category is littered with legacy software providers with outdated technology. Our groundbreaking IoT platform and technology make it simple for business owners and managers to track, protect, and optimize their physical operations from anywhere—giving them the complete visibility and control they need to run more efficient and profitable businesses. Our mission is to provide businesses with the tools to automate their physical operations and run them virtually on autopilot.We are looking for a Customer Service Agent to deliver exceptional support while also identifying opportunities to help our customers get the most value out of our products.Most importantly, we are seeking individuals who are passionate about delivering exceptional service to our customers. The ideal candidate will live our "WOW Customer Service" core values in every interaction.Customer Service Agents will be trained on all areas of our Customer Experience environment, and will handle inquiries from both Customer Service and Technical Support. Agents will be part of the daily staffing plan, handling emails, chats, and calls as needed. Additional responsibilities include:Respond to Customer Service and Technical Support inquiries via phone, email, and chatIdentify opportunities to upsell or recommend products and services that meet customer needsTroubleshoot technical issues related to devices, software, and account setupAccurately document customer interactions and resolutionsEscalate complex issues to the Team Lead or Customer Experience Manager as neededFollow SOPs and training materials to ensure consistency and quality across the centerMeet individual performance goals related to customer satisfaction, quality, and productivityRequirementsMinimum of 1+ years of customer service experience within a contact center environmentPrior sales experience, with a demonstrated ability to identify customer needs and recommend relevant products or upgradesPrior technical support experience, with the ability to troubleshoot and resolve product and account issuesExcellent verbal and written skillsUnderstanding of contact center best practices regarding customer satisfactionBenefitsCompetitive SalaryGenerous Vacation & PTOHealth, Dental and Vision Insurance & Flexible Spending Account100% company-paid insurance option for individualsRetirement plan - 401(K)Paid Family Leave (10 weeks)Fitness AllowanceCompany reimburses up to $50/month of the cost of a gym membership, a fitness class, a personal trainer or sports league
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