Customer Happiness Specialist

Services & Support | DC Metro

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. Our Customer Happiness team is currently made up of three missions that allow each employee to focus on specific tasks and ultimately help our professionals in the best and most efficient manner. 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

YOU:
– Are outgoing with a great personality and people skills; optimistic and positive
– Have working experience communicating complex customer issues to development teams
– Aren’t satisfied with just a base salary—you want to make money. Monthly bonuses if team crushes it!
– Are dynamic, driven, and competitive—mHelpDesk is the best and we want you to be too
– Thrive in a high-energy, fast paced setting
– Ability to multi-task and adapt to change
– Be the face/voice of mHelpDesk

THE JOB:
– 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
– Provide individualized support to service professionals; work 1:1, have meetings, set up accounts, and conduct trainings
– 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

What it takes to work here:
– Experience in a customer service or call center setting preferred
– Are efficient in browser based applications and mobile based applications
– Excellent communication skills and a commitment to world class customer service.
– Strong working knowledge of personal computers (use of Microsoft Word and Outlook)
– Strong phone, typing, and data entry skills required
– Familiarity with home improvement projects or contractors helpful, but not required
– Upselling experience preferred
– High School Diploma or GED required; college degree 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, between the hours of 9:00am-9:00pm, depending on company needs
– 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 on CBS Money Watch, Tech Crunch, Washington Business Journal, and The 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.

To apply, please send a cover letter and resume to jobs@mhelpdesk.com with subject line: “mHelpDesk Careers: Customer Happiness Specialist”

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