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Support Representative

at Favor

Posted: 1/13/2020
Job Status: Full Time
Job Reference #: cda2bea5-e745-48b9-9070-a2e84fc6eff6
Categories: Customer Service, Sales
Keywords: service, support

Job Description

Support Representative

Austin, TX
Support
Full Time

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The Favor Care team helps to make sure that every Favor runs smoothly in real-time by supporting our Runners, customers and merchants via phone, SMS, chat, and internal tools. We provide omnichannel support for our community to create an easy and fun Favor experience, and fix interactions when they could have gone better.

We have a great community of Runners and customers that love our service and we’re looking for candidates who are passionate about helping people.

As a part of our Support Organization, the Favor Care team delivers world-class support, empathy, and a personal touch to every interaction. If you’re quick on your feet and have exceptional people skills, we want you on the team.

Responsibilities

Always delight those you interact with, particularly in difficult situations

Provide omnichannel support (phone, SMS, chat), finding creative solutions to real-time challenges
Multitask while maintaining attention to detail and quality
Handle issues while adapting to pressure and time constraints
Effectively triage issues and escalate to the correct department
Take ownership of issues and see them through; you’re a solution-focused self-starter that loves to collaborate
Work as an advocate for Runners and customers by improving every part of the Favor experience
Collaborate with the team to improve processes and outcomes

Requirements

Must be able to work at least one weekend day every week; Favor Care operates from 7 am until 4 am, seven days per week. Current shifts available are from 5 pm - 1 am or 6 pm - 4 am.

Excellent at the details; you are able to spot developing issues quickly before they escalate
You possess strong verbal and written communication skills; comfortable communicating via phone and chat with both internal and external customers
Demonstrated ability to prioritize multiple concurrent tasks in a time-sensitive environment
You are a self-starter, familiar with a startup environment; you are willing to work hard to achieve and exceed set targets
You are an innovative thinker with an ability to look for opportunities to optimize the Support team’s process and operations
Highly adaptable; you welcome change and the opportunity to influence the future of our organization
Familiarity with Zendesk or Salesforce a plus
Experience running Favors a plus
Bachelor’s degree a plus

At Favor, we believe that to Run Texas, we need to represent Texas. By putting
Community First
, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.

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