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Yext - Specialist, Concierge Services

Remote3d ago

Remote Principal WW Software Retail Concierge Quality Assurance CSAT

Requirements

• BA/BS degree or a similar college-level education • Interest in pursuing a career in Services within the SaaS space • Customer-facing experience desired (retail, hospitality, online support, etc.) • The ability to think creatively, analyze, and understand complicated and abstract ideas • Dependable and solution-oriented, with a strong attention to detail • Outstanding and effective interpersonal skills • Evidence of taking initiative and demonstrating ownership over tickets and department tasks • Ability to work quickly and independently with excellent time management skills • Excellent written and verbal communication skills that can be tailored to a broad range of people • Strong computer skills, including typing skills, and the ability to adapt quickly to new programs • A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others

Responsibilities

• Role is 100% field-user facing, with daily responsibilities that include, but are not limited to, being available for phone and email support, 1:1 training, and other department tasks. • Troubleshoot platform and client-specific inquiries via telephone and email support, and maintain inbound queue management strategies to ensure adherence to the SLA • Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time! • Work cross-functionally with Client Success, Services, Engineering, and Product teams to deliver full 360-support and surface trends that enhance the end-user experience • Maintain a focus on excellence by meeting or exceeding monthly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (SLA, response rate, solves, etc.) • Ideate, build, and scale new ways of thinking about the value Concierge Services brings to clients as well as our internal operational efficiency • Develop crucial skills needed to take on other client or department-specific tasks