Customer Success Support Specialist - mHelpDesk

Looking for your next great adventure? mHelpDesk, an operating business of HomeAdvisor/IAC is a rapidly growing startup based in Fairfax, VA, and we are looking for you! mHelpDesk is changing the way home service providers manage their business. We build products that solve real problems and focus on the experience of the end user. We are looking for a customer support guru who thrives on providing support through many different channels of communication including: email, phone, ticketing, and our online forum. You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out.

Life at mHelpDesk

mHelpDesk is not your average startup. We are a fast growing company that was recently acquired by a major internet brand. This is a great opportunity for you to get involved at an early stage. Think of us as a startup without all the risks of working for a startup. That means no late (or missed) paychecks, no need to find your own expensive health insurance plan, no working for a tiny fraction of your market value. It also means no corporate atmosphere with strict dress code or stuffy bureaucracy to drown out your ideas.

We value every team member and if we hire you, it’s because we think you can do big things with us.

You can learn more about our work environment and product here: http://facebook.com/mhelpdesk

Responsibilities:

  • Take inbound customer service requests; answering technical support tickets via mHelpDesk, in a timely manner
  • Pro-active outreach to new customers via email and phone
  • Verify the accuracy and validity of consumer service requests; help users resolve issues
  • Respond to and follow up with technical support inquiries via email and phone
  • Verify the accuracy and validity of consumer service requests; help users resolve issues
  • Answer customer questions and successfully negotiate issues related to upgrading and renewals
  • Participate in meetings and ongoing training sessions
  • Provide the highest level of customer service to every caller

Qualifications (Required):
  • 2+ years experience in a customer service or call center setting
  • Strong computer skills and ability to learn company products, techniques and processes quickly in training environment and have the ability to transfer learning to work environment
  • Excellent problem-solving skills and the ability to learn mHelpDesk products
  • Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis
  • A commitment to personal high standards proven by the desire and ability to contribute to team and company goals
  • Excellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and chat
  • Familiarity with home improvement projects or contractors helpful, but not required
  • Support in a technical/computer environment preferred

In addition, you’ll need to be able to:
  • Work in a fast-paced, high energy call center environment without being distracted
  • Sit or stand for an 8-hour shift
  • Hear and talk on a phone head/hand set
  • Successfully pass a criminal background check
  • Have a work hard/play hard attitude
  • Be AWESOME
  • Have FUN

mHelpDesk is a leading provider of web-based service management software that is revolutionizing how companies manage their customers and service tickets. We’ve grown our customer base to 6,000+ companies over three years by offering superlative support and a hassle-free sales experience from a smart and dedicated team of support specialists who also guide customer trials through the conversion process. mHelpDesk was rated 5 Stars in Capterra, and has been featured onCBS Money Watch,Tech Crunch,Washington Business Journal, andThe Boston Globe. Learn more at www.mHelpDesk.com.

You will be joining a bright group of experienced folks who love what they are doing to create a unique experience for our customers. Individuals seeking employment at mHelpDesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.


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