Customer Support Representative

Working Schedule & Location: The hours for this position will be 11 AM - 8 PM Eastern standard time. The candidate can be located anywhere in the US as long as they are able to work those hours.

Do you enjoy problem-solving, finding efficient ways to work through complex customer inquiries, and thrive when communicating with customers? Are you incredibly organized and have strong time management skills? Are you a highly motivated customer support representative looking to join a rocket ship company with an awesome culture? Our ideal team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite. You will be in the front line of interacting with our customers and you will be the face and voice of Rockbot. If you love working in a fast-paced, growth environment this could be the perfect opportunity for you.

About the Role: As a crucial member of the Customer Support team at Rockbot, you will have the opportunity to provide high level, white glove customer service to a growing customer base. In return, you will help us understand our customers’ needs by reporting emerging trends learned from working incoming tickets, chats, and phone calls. If you’re a self-starter who brings a solid background in high level customer service, we’d like to meet!

The Rockbot team helps businesses, brands, and places succeed by empowering them to deliver better customer experiences and build stronger connections through media in real-world spaces. We are technologists, music lovers, and innovators dedicated to delivering cutting-edge solutions that foster stronger connections between brands and their customers - and we’re having a great time doing it! 

You Will:

• Create an amazing experience for all customers 
• Have upbeat communication on incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns
• Triage tickets by knowing when and where to escalate issues, customers, etc. 
• Solve tickets through 1-touch resolution 
• Update customer information in the customer service database during and after each call
• Required to work during some off hours and holidays

You Have:

• Associate’s Degree (AA/AS) 
• 2+ years hospitality and/or customer service experience
• Excellent written and verbal communication skills
• Ability to collaborate in a team environment, as well as work as an independent contributor
• Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment
• A can-do attitude and amazing problem solving skills
• Familiarity with ZenDesk, Slack and G suite are a plus
• Flexibility in changing your working hours in order to flex to the business needs.

About Rockbot:

Rockbot empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions - Rockbot TV, Rockbot Digital Signage, Rockbot Music, and Rockbot Audio Messaging. Rockbot is the only platform that unifies the full spectrum of media solutions with an enterprise-grade SaaS platform, enabling them to control, schedule, and monitor any number of locations from our web dashboard and mobile app.
From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, fitness, hospitality, personal care, corporate offices, medical, multi-unit residential, and more, Rockbot provides all the tools & licensed content businesses need.  Backed by leading investors including Google and Universal Music Group, Rockbot is the future of out-of-home media. For more information visit www.rockbot.com.

Compensation:

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. The compensation band for this role is $50,000 to $60,000, as well as equity, and benefits for all team members. 

Our Values:

• Drive: We pursue our mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better.
• Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others. Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships.  
• Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The “Why” and “How” always matters.  
• Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions. 
• Ingenuity: We work hard but we think smart. We bring creativity, technology, and practicality together to solve tough challenges.
• Integrity: We say what we mean, and do what we say, simply, clearly, honestly.

Rockbot is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.