Position: Customer Support Representative
Company: Helpware
Category: Support
Experience required: 1y
English level: upper

Customer Support Representative will be the first point of contact for prospective and returning SquadLocker customers interested in using our platform for their uniform, team gear and spirit-wear needs. Utilizing chat, email and phone, you’ll simultaneously address multiple conversations, providing highly customized solutions to users and seeing qualified chats though to launch. Additionally, you’ll partner with Customer Experience and Sales team members to manage escalated opportunities and concerns, ensuring customers are routed to the right person on the Squad. Throughout our customer’s onboarding, you will set the tone for our award-winning support and services that contribute to our exceptional customer ratings.

Qualified candidates must be experienced multi-taskers with the ability to communicate effectively, both verbally and via text. Onboarding Specialists will need to be flexible and excited to learn new things daily. Computer savvy is a must-have, along with the ability to self-motivate and manage/follow up on tasks within a deadline-driven environment. 

**Key Responsibilities:**
Respond promptly to incoming chats, telephone calls, emails and Facebook messages, addressing customers’ questions and offering highly tailored SquadLocker solutions 
Initiate, upload and customize store builds and items to optimize store activations and see qualified chats through to fruition
Multitask, manage and prioritize multiple customers simultaneously in a fast-paced environment
Activate accounts by educating and delivering consultative support to store administrators and partners
Using Photoshop, make simple edits to customer logos as needed for both large and small accounts; Address minor logo requests and upload to store as needed to ensure immediate store activation; Communicate with internal design services team for escalated concerns
Ask proper qualifying questions to store administrators to determine account potential; Transfer and escalate to appropriate teams based on conversation outcomes
Increase solution adoption by highlighting additional features and products that would be beneficial for customers’ overall needs
Review customer requests with a sense of urgency, seeking out potential resolution 
Manage a funnel of leads (store administrators) via Salesforce; follow up on each lead/store administrator to ensure store activation
Become a subject matter expert of the SquadLocker store building platform and the onboarding process for the SquadLocker Platform
Maintain a positive, cooperative, and professional relationship with our customers and internal teams

**Qualifications:**
We are looking for ambitious individuals with a history of high achievement and the desire to work in a fast-paced environment with peers who challenge them to be better. These are the qualifications: 
1 to 2 years of related work experience in a customer-facing or client services role
Strong technical and computer skills required; Experience with Adobe Photoshop and Salesforce preferred
Excellent prioritization, organization and communication skill  (both written and oral)
Ability to effectively self-prioritize and manage tasks within a very fast-paced environment while maintaining strict attention to detail

**About You:**
Fast learner with the ability to grasp new concepts quickly
Persuasive, amiable, self-motivated and goal-oriented
Naturally curious, passionate and have a “whatever it takes” attitude
Enjoy working in a team environment
Adjusts quickly to changing priorities and conditions; Copes effectively with complexity and change
Possesses a strong willingness to work hard and put in the extra effort to get the job done
**Ready to work late hours from 6pm to 3am, Tuesday - Saturday**

**About SquadLocker**
SquadLocker and its innovative suite of disruptive technologies are changing the way leagues and teams design and purchase customized team gear and apparel. Offering the market’s leading brands, SquadLocker manages the entire process from instant online store creation to free graphic artwork assistance as well as decoration, production and fulfillment, all from our wholly-owned facility. As a result, SquadLocker makes it easier for league organizers to manage youth programs and for coaches to spend more time mentoring and inspiring young athletes. For more information, visit squadlocker.com.