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Ticketing Support Specialist

One thing we are very passionate about at WeGoLook is providing excellent customer service. Seriously, you could call us obsessed. We love the success stories from our clients, the enthusiasm of our Looker community and the exceptional teamwork among our employees.  WeGoLook is a great place to be!!

As a Ticketing Support Specialist you would be managing correspondences, routing, and SLA targets among our lookers, clients, contacts, and internal employees within our internal ticketing system. The goal is to research, reply, and resolve. We need someone that is task oriented but able to load balance and ensure rapid response times and excellent customer and looker satisfaction.  If you think you would be a great fit for this position, please review the below for further details and apply.

Summary:

The primary role of a ticketing specialist  is managing all communication that comes in and out of WeGoLook via Zendesk. As a ticketing specialist you will correspond with lookers, clients, and contacts via phone or email in a timely and professional manner. Specialist should be trained in all aspects of the company in order to determine how to route and solve tickets appropriately.

Essential Functions

  • ​Ensure accurate information to be shared with our Looker Community,  Clients and Contacts.
  • Provide first level contact and convey resolutions to customer issues
  • Make and receive calls and ensure orders are noted correctly
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Track, route and redirect tickets correctly among departments
  • Properly escalate unresolved tickets or issues to the next level of support or management
  • Ensure that SLA requirements are met on all tickets

 

Competencies

  • Must have the ability to effectively communicate with people via phone, email, and ticketing.
  • Be detailed oriented and have the ability to multitask between systems
  • Possess great problem solving skills in order to resolve conflicts or answer questions quickly and accurately

Position Type and Expected Hours of Work

  • Full time position –  36-40 hours per week but capable/willing to work extended hours (overtime as requested) to meet company peaks.
  • Shift schedule: Monday- Thursday with hours 11:00 am to 8:00 pm AND Sunday 9:00 am to 6:00 pm

Required Education and Experience

  • High School Diploma or equivalent 
  • Type 40+ WPM
  • 1 year of customer service work experience
  • 6 months to 1-year Ticketing experience preferred
  • Zendesk experience preferred
  • Computer experience 2+ years

 

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