Account Support Specialist - Audiobook Campaign - Portmore

Our Support Specialists will be responsible for working internally throughout the organization to ensure our users are cared for with white glove treatment. The ideal candidate should be able to work flexible hours and have the ability to excel in a fast paced and ever-changing environment.

Skills

• Professionalism
• Expertise
• Politeness
• Accuracy
• Efficiency

Key Responsibilities

• Provide an elevated level of customer support to our user base via Email and Phone.
• Responsible for providing business consultation towards audiobook production pre and post inquiries.
• Cooperatively work with peers towards time sensitive goals and initiatives.
• Identify, develop, implement, and maintain processes.
• Use a combination of manual and automated tools to obtain information & report bugs and tool improvement ideas.
• Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends.
• Participate in ad-hoc projects/assignments as necessary.
• Goes above and beyond the standard SOPs & challenges the status quo to improve process and help in fraud and abuse reduction programs.
• Influence and implement specified analytical approach; Solve well-defined tasks with clear requirements and limited ambiguity.

Basic Qualifications

• Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
• Minimum of 1 year experience in prior customer support.
• Excellent communications skills (both oral and written).
• Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Ability to work independently, efficiently and in a dynamic environment.

Preferred Qualifications

• Experience in book publishing & contractual agreements preferred.
• Have a passion for diving deep. Self-starter capable of taking initiative and working with minimal direction.
• Ability to work both independently and collaboratively in a dynamic environment.
• Ability to work a flexible schedule to meet business and workgroup needs.
• Must be a team player who is self-motivated, has a sense of urgency and has the ability to multi task.