Customer Experience Associate

Piper Companies is seeking a Customer Experience Associate to join a privately held company in the digital content and publishing technology space for a 3 month remote contract position based out of Durham, NC. The Customer Experience Associate will provide customer support during the busy holiday season, helping users with order tracking, website navigation, and billing inquiries while meeting performance metrics for responsiveness and satisfaction.

Responsibilities of the Customer Experience Associate include:

• Provide responsive and empathetic customer support via helpdesk tools, assisting users with order tracking, website navigation, billing inquiries, and general troubleshooting
• Maintain high standards of written communication and attention to detail while resolving customer issues efficiently
• Meet performance metrics including ticket resolution volume, response time, and customer satisfaction scores
• Participate in onsite training during the first week of the contract, with remote work available thereafter
• Support seasonal retail operations during the holiday period, contributing to a smooth and positive customer experience

Qualifications for the Customer Experience Associate include:

• Minimum of 1 year of customer support experience, preferably within a SaaS environment
• Familiarity with helpdesk platforms such as FreshDesk or similar tools
• Strong written communication skills and keen attention to detail
• Ability to work onsite in the Raleigh-Durham area for initial training, with remote work flexibility thereafter
• Comfortable working in a fast-paced, seasonal support role with performance metrics around ticket resolution, response time, and customer satisfaction

Compensation for the Customer Experience Associate:

• Salary Range: $41,000-$45,000 USD/year
• Comprehensive Benefits: Medical, Dental, Vision, sick leave if required by law, and 401K

This job opens for applications on 8/11. Applications for this job will be accepted for at least 30 days from the posting date.

Keywords: Customer Support, SaaS Support, Helpdesk, FreshDesk, Technical Support, Order Tracking, Billing Support, Website Navigation, Remote Customer Service, Seasonal Support, Holiday Retail Support, Ticket Resolution, Customer Satisfaction, Response Time, Written Communication, Attention to Detail, RDU, Raleigh-Durham, Contract Support Role

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