Customer Support Angel

Summary/objectiveCustomer Support Agents are responsible for providing quality customer support on behalf of Angel Studios and be the first point of contact for customer concerns.Expectations At Angel StudiosAmplify light in every action.As the owner of your outcomes, you are empowered to break down silos and coordinate with any and all people you need in order to reach your goals. You are ultimately responsible for achieving the outcomes while also using resources wisely - whether that be money, people, or time.Know your customer - it might be our viewers, investors, creators, or internal Angel Teams. Ensure you understand your customer and are providing what THEY need and not just what you want to build. Essential FunctionsIdentify customer needs and help walk them through specific tools and featuresTroubleshoot common issues with a product, merchandise, or serviceRespond promptly to tickets and resolve issues in an effective and timely mannerProactively use time wisely during high and low volume ticketsCommunicate concerns and issues thoroughly across departments within company from direct feedback of customer interactionsCome in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practicesMaintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as neededConduct regular follow ups with customers with open tickets and unresolved issuesProvide introductory information to new and existing customersMaintain professional and positive attitude while interacting with customers Readily assist in livestream chats, merchandise launches, and other events as neededCollaborate with team members and other internal departments on best practices when communicating specific information to customersMust attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoomStay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed. Proficiency in speaking, reading and writing in the English language required. Additional language proficiency is a plus. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.