Customer Care Associate

*** We welcome all USA-based talent to apply, This hourly position will traditionally work the hours of 8am to 5pm CT with a 1-hour lunch taken within this timeframe. Days of the week are typically Mon-Fri, but could flex to Sun-Thurs, or Tues-Sat.***

As a Customer Care Associate, you will be pivotal in providing world-class customer support to our enterprise customers and their employees. The primary focus of this role is to deliver efficient and effective customer care by providing timely and accurate responses to incoming inquiries, resolving or routing associated issues, and balancing ongoing programs and events. You will maintain the knowledge and ability to maneuver between databases and products and contribute to internal communications, documentation, and notes. You will also troubleshoot, identify, and escalate customer issues by navigating various systems and software facilitating and collaborating on end-user solutions to assist our customers with any of their fundamental survey needs.

Things You Will Do:

• Respond professionally and within Service Level Agreements (SLA) to customer inquiries via various channels, including email, chat, text, and phone. Own and complete resolutions for customer issues or inquiries. Translate ticket text into other languages as needed to effectively communicate with customers, considering language barriers.
• Resolve customer tickets/cases by following defined processes and timelines, and adhering to established protocols. Collaborate closely and efficiently with the relevant internal team(s) and/or Manager to complete all tasks and communicate any changes/updates.

• Apply technical troubleshooting skills and demonstrate expertise in identifying and resolving intricate issues, while also utilizing appropriate internal and external escalation procedures when required. Effectively employ Perceptyx Software to proficiently search for and address queries by navigating through diverse run modes, tables, and platforms, including Single Sign-On and data file uploads.

• Routinely check internal systems for updates and notes to ensure accuracy when responding to customers, communicating with internal teams as necessary.

• Anticipate potential issues for end-users using collaborative skills while working as a team player to creatively find solutions for any circumstance that arises.

• Develop and maintain a solid, up-to-date understanding of our platform to solve a wide variety of issues. Participate in department and/or cross-functional programs/products.

• Maintain overall knowledge of all customers and programs, working closely with the support team, and escalating issues when necessary. Collaborate with the team for additional resources, new events, programs, products, releases, and related tasks.

• Ensure Data Privacy and sensitive personal information is handled accordingly.

Requirements

• Minimum two years of experience in a customer-facing support role, preferably in the tech industry.
• *** For internal Pereptyx candidates: demonstrated Perceptyx product and process knowledge, ability to resolve complex issues, and consistent positive customer and internal feedback.

• Experience in working with large and global/enterprise customers.
• Four year college degree is a plus, not a must.
• Strong technical background, specifically in web-based systems/databases/SaaS.
• FedRAMP clearance, SF 85 Security Clearance, or willingness to participate in this process(es) to support select Public Sector clients is a plus.
• Proven ability to troubleshoot and find complex problems.
• Excellent professional written and verbal communication skills (via email, text, chat, and phone).

• Excellent interpersonal skills and the ability to interact with and distinguish between individuals at all levels of an organization.

• Ability to recognize other languages and use provided translation tools to help customers in various languages while considering language barriers and the use of deductive reasoning.

• Any additional languages (spoken and written skills at professional proficiency) are beneficial in supporting global customers.

• Proficient in Google Suite (Google, Chrome, Gmail, Calendar, Drive, Sheets, Docs, etc.)
• Proficient in Microsoft Office Suite (Word, Excel, & PowerPoint)

• Knowledge and understanding of the General Data Protection Regulation (GDPR) and other various data and consumer privacy information.

• Flexible, engaged worker with an ability to manage multiple tasks concurrently.
• Responsive, fast learner, resourceful.
• Willingness to work with people from diverse backgrounds and experiences.

Benefits

Compensation✨

Perceptyx is focused on equitable pay for all our staff and aims for transparency with our pay practices. The hourly pay range for this role is $19.00 to $24.00 per hour (working at least 40 hours per week). The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.

We Care About The Whole Person 🫶

• Healthy medical, dental, and vision insurance for you and your family
• Life insurance up to 1x your annual salary (with a cap) paid by Perceptyx
• Generous Maternity, Paternity, and Adopter leave benefits with flexibility on when you use this benefit
• Compassionate Care Program with paid time off to care for family members
• Generous Bereavement Leave that also supports Pet Parents
• 401(k) plan along with a 3% company match and immediate vesting upon hire

Flexible Time Away 🏝

• As hard as we work, we also know how essential it is to take time away to rest and recharge. We offer flexible paid vacation with an expectation of every team member taking off at least 10 business days per calendar year.
• 16-17 paid holidays, depending on the calendar year.

Setting You Up For Success 🧑🏻‍💻👩🏾‍💻

• Mac or PC laptop options
• Invest in your career with access to 65k+ courses through our Learning Management System, Perceptyx Academy.

Perceptyx In The News 📰

• Perceptyx Adds More Than 100 New Enterprise Customers
• Lighthouse Research & Advisory has awarded Perceptyx the 2022 HR Tech Award for Employee Experience - Best Comprehensive Solution
• Perceptyx and The Bersin Company Extend Strategic Survey Partnership

Perceptyx Equal Employment Opportunity Policy:

Perceptyx celebrates diversity and an inclusive environment. We focus on providing an environment of mutual respect where equal employment opportunities are available to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Perceptyx’s policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All aspects of employment are decided on the basis of qualifications, knowledge, merit, and business needs.