Company DescriptionAt BrainHi, we are a customer-focused tech company transforming business communications by serving as an extension of their front desk staff. Our mission is to help businesses be available 24/7 to answer client questions, process orders, and book appointments. We use a combination of artificial intelligence and human agents to communicate via multiple channels. BrainHi serves as the 21st century contact center for local businesses. Role DescriptionThe Customer Solutions Associate plays a crucial role in ensuring customer satisfaction and fostering strong relationships with our clients at BrainHi.
As a member of our dynamic team, you will be the first point of contact for customers seeking assistance with our software solutions. This role blends customer service and technical support, requiring you to engage with clients through various channels while delivering exceptional service. You'll be responsible for troubleshooting issues, managing inquiries, and providing insights to improve our platform, all while contributing to our goal of enriching customer experiences. ResponsibilitiesWork directly with customers over phone, chat, and videoconference to troubleshoot the software. Categorize each support interaction with the corresponding inquiry.
Create cases for issues and update customers on the cases' outcome. Report BrainHi's issues with phone implementation. Report BrainHi's issues with third party integrations. Be in charge of the support resolution time by solving the issue or following up the corresponding stakeholder. Escalate issues that can not be resolved under the expected resolution time. Conduct regular client visits, ensuring their needs and expectations are met. Contribute to a library of written and recorded support content and resourcesRequirementsProven experience in customer service or support roles. Strong technical aptitude and experience with software troubleshooting.
Excellent communication skills in both English and Spanish. Ability to work collaboratively in a fast-paced environment. Familiarity with CRM software and remote troubleshooting tools.
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